What are the responsibilities and job description for the Customer Success Manager (ST/OT/PT Experience) position at AlohaABA?
AlohaABA is on a mission to build technology that simplifies day-to-day operations for care providers—so they can focus on what matters most: delivering exceptional patient care. As our Customer Success team continues to grow, this is an exciting opportunity to make a meaningful impact at a fast-growing startup shaping the future of practice management software.
We’re especially excited to welcome a Customer Success Manager with experience in OT, PT, or ST to help expand our platform and better support multidisciplinary practices. Your hands-on experience and insights will directly influence how we evolve and improve our product.
As a Customer Success Manager, you’ll work closely with our founders, product team, and cross-functional leaders to support and advocate for our customers. You’ll own the customer relationship—from onboarding and training to ongoing support and adoption—serving as the voice of the customer and a trusted partner to the clinics we serve.
This role reports directly to the CSM Lead. We’re a small, fast-moving team, so responsibilities will evolve quickly, offering plenty of opportunities to learn, grow, and make an impact.
📍 This is a hybrid role based in North Dallas, TX, requiring 3 days onsite per week, with the remaining days remote.
- Build strong, trusted relationships with key customer stakeholders during onboarding and beyond.
- Lead customer training sessions and guide clinics to full adoption of the AlohaABA platform.
- Manage incoming support tickets through our help desk, ensuring timely and thoughtful resolution.
- Become a product expert and go-to “guru” for all things AlohaABA.
- Create, maintain, and improve Help Center articles and training resources.
- Test new features, identify issues, and clearly document and report bugs to the product team.
- Provide actionable product feedback to support ABA, OT, PT, and ST providers.
- Advocate for customer needs while staying informed on industry trends, competitor offerings, and market activity.
- 2 years of Customer Success experience in a SaaS environment.
- Required: Experience in a customer-facing role—you genuinely enjoy working with people.
- Required: Experience working in an OT, PT, ST, or multidisciplinary clinic setting.
- ABA industry experience (BCBA or RBT) is a huge plus.
- Strong organizational skills with excellent attention to detail.
- Comfort using CRMs, support tools, and communication platforms.
- A passion for helping others succeed, paired with strong empathy and relationship-building skills.
- Excitement to contribute ideas, wear multiple hats, and thrive in a fast-paced startup environment.
- Health, dental, and vision insurance
- 401(k)
- Annual bonuses
- Flexible workplace