About the Role
Gravity Rail is a member engagement platform that lets care teams build and own their own AI-powered engagement capabilities, across SMS, voice, email, and chat, instead of outsourcing it to traditional vendors. We help care teams take on AI at the pace they can actually absorb, on their terms.
This is a demanding, hands-on Customer Success role. You will wear multiple hats comfortably, in style, as if that is how hats were always meant to be worn. You take real member engagement protocols (enrollment, reminders, check-ins, post-discharge, triage, inbound IVR) and configure them as production automations in our platform. Then you teach them how it's done.
You own the full account relationship using a deliberate methodology: "I build, we refine, you build." First workflow, you lead. Third workflow, they're doing it with your guidance. By the sixth, they own it. We teach because refining member engagement should be done by the people closest to the work. AI is what finally makes that possible, and you are on the team defining what it looks like in practice.
This is a different kind of Customer Success. It is a technical implementation and account-partnership role where you are deep in the product: building workflows, tuning AI behaviors, debugging conditional logic, and transferring real capability to the account team. Gravity Rail is an AI-first company. You will run the product and interface with engineering, sales, and accounts through agentic interfaces (and human, we still like each other) every day. You understand how this scales the professional connection.
What You'll Do
- Drive AI transformationOwn each account's member engagement journey, from kickoff through full self-sufficiency.
- Empower and teachShow member engagement teams how to design and build workflows in our platform, help with integrations to their existing systems, and coach them toward full self-sufficiency.
- Translate SOPs into automationsTake complex member engagement protocols and configure them as robust, production-grade automations.
- Own the implementation lifecycleDrive end-to-end: intake, configure, iterate, deploy, optimize.
- Run account cadencesWeekly, then bi-weekly post-launch, surfacing the next workflow to build and keeping each account optimizing their member engagement.
- Evaluate frontier modelsTest Claude, GPT, Gemini, and others in live member engagement scenarios. Develop sharp opinions on their real-world performance.
- Monitor and improve outcomesTrack engagement metrics, response rates, and escalation patterns. Drive continuous improvement.
- Bridge product and accountsServe as the key link feeding product and engineering priorities from real account usage.
What You Bring
- You want to be a teacher. The methodology depends on transferring capability, not hoarding it.
- You are technical. You have built workflows, automations, conditional logic, or similar with your own hands, not managed someone else who did.
- You can manage clients. End-to-end enterprise implementation experience with a partnership mindset and the judgment to push back constructively.
- Natural systems thinker who decomposes processes into steps, branches, edge cases, and loops.
- Genuine excitement about using AI as a daily power tool. You already do this in your own work, and you can name your favorite frontier models and tell us why.
- Strong preference: hands-on experience in care management, CCM, care coordination, after-hours triage, or a closely related operational healthcare role.
Why This Role Matters
Software engineers got Claude Code, and their work has been transformed. Care teams mostly got vendors: companies that show up with consultants, automate workflows someone else used to run, and now every update requires a ticket with an external vendor.
We think the best member engagement will come from the edges, from care organizations building it themselves, configured to their own protocols and clinical judgment. The people closest to patients should get the same kind of leverage engineers got. Tools, not replacements. Capability transfer, not capability extraction.
In Customer Success at Gravity Rail, your job is to guide as many member engagement teams into the world of AI as possible, before they are replaced by a consultant.
The Details
- Reports to
- Scott Hoch, CEO
- Location
- Remote, anywhere in the US
- Travel
- Up to 15%
- Stage
- One of Gravity Rail's first ten employees. Flat organization, no management layers. Meaningful equity and a full benefits package (health, dental, vision, and more).
About Gravity Rail
Gravity Rail is an AI platform that lets care teams scale themselves. We help care management organizations design, run, and evolve their own member engagement workflows — enrollment, reminders, check-ins, follow-ups, and escalation — across SMS, voice, and chat.
Our customers use Gravity Rail to build their own AI-powered engagement capability — configured to their protocols, owned by them, with their team in the driver's seat end to end. We provide the platform, the tools, and the AI. They bring the clinical knowledge, the member relationships, and the operational judgment.
Interested?
Send your resume and a note on why you're a great fit to careers@gravityrail.com