Founding Partner Success

About Conduit Health

Conduit Health is transforming the hardest, most outdated corner of post‑acute care — getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI‑powered platform that unites ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks, while we handle every step behind the scenes.

Role Summary

As our first Partner Success hire, you’ll own everything that happens once an organization decides to work with us. Your mission: turn every partner into a high-volume, repeat referrer who raves about Conduit. For now you’ll operate as a hands-on executor—building playbooks, generating adoption, and troubleshooting issues yourself. As volume grows, you’ll scale those playbooks into a formal Success org and step into a people-lead role.

Key Responsibilities

• Incubate a proactive “referral-success” motion

  • Engage ~200 live partner agencies (and the next 200 coming in) with a cadence of email touch-points, calls, and “how’s it going?” check-ins.

  • Set quarterly business reviews with clinical and operational leaders to surface wins, gather feedback, and align on referral goals.

• Drive order volume and pull-through

  • Monitor daily dashboards for inactive or low-utilization accounts; launch targeted outreach to reignite referrals.

  • Run campaigns (events, lunch-and-learns, quick-start guides, micro-webinars) that keep Conduit top-of-mind for nurses, care coordinators, and admin staff.

• Be the frontline fixer

  • Field questions on everything from login issues to Medicare denials; coordinate rapid resolutions with support, fulfillment and clinical teams.
    Follow up with personal touches—“Sorry about that rejected wheelchair order; here’s a one-pager for next time”—that turn hiccups into loyalty.

• Create enablement assets

  • Produce shareable docs, videos, and one-pagers that demystify DME and make it easy for partners to train new staff.

  • Maintain an internal knowledge base so future CSMs hit the ground running.

• Act as our ‘forward deployed’ engineer

  • Funnel learnings, product ideas, workflow friction, and competitive intel back to Product, Engineering, and Marketing.

  • Champion the partner voice in roadmap discussions

• Lay the groundwork to scale

  • Define KPIs (active referrers, orders per agency, NPS) and build the reporting that tracks them.

  • Document repeatable playbooks and onboarding guides; when ready, help hire and mentor the next wave of CSMs.

Minimum Qualifications

• 4+ years in Customer Success, Account Management, or Sales in SaaS or health-tech, with a track record of driving usage and retention.

• Proven ability to juggle high-volume outreach—think dozens of emails and 20–30 quick calls per day—while keeping CRM data spotless.

• Startup athlete: thrive in ambiguity, pick up new tools fast, and execute without hand-holding.

• Empathy-driven communicator who can calm a frustrated nurse one moment and present metrics to executives the next.

Nice-to-Haves

• Prior experience with referral-based or channel-driven business models.

• Fluency in HubSpot, Outreach/Instantly, Airtable, or similar RevOps stacks.

• Comfort producing lightweight enablement content (Loom videos, Canva one-pagers, Notion hubs).

Growth Path

1. 0-6 Months – Founding CSM: Build playbooks, own 400+ agency relationships, prove scalable referral success.

2. 6-12 Months – Player-Coach: Hire and mentor 2–3 CSMs; refine KPIs, tooling, and QBR cadences.

3. 12 + Months – Head of Partner Success: Own NRR target, budget, and team development.

Values

• Excellence, Not Perfection – We set a high bar for our work and impact, but we don’t get lost in endless polish for polish’s sake. We focus on results that matter.

• Urgency, Not Chaos – We move fast because speed drives our advantage. We pair urgency with clarity to avoid noise and burnout.

• Systems, Not One-Offs – Every solution should eliminate the root cause so the problem never returns. Wins are good; scalable systems are better.

• Committed, Not Just Here – We show up engaged, proactive, and ready to go above and beyond. It’s not about working 24/7 — it’s about caring deeply and leaning into our shared mission. The outcomes you drive are what matter most.

• Crush Goals, Not Souls – We take our work seriously, but not ourselves. Be yourself, bring positivity, have fun, and laugh often.

Compensation & Benefits

• Competitive salary in addition to commission and equity options grant.

• Medical, dental, vision • 401(k) • Unlimited PTO • Home office stipend

Equal Opportunity

Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.