Customer Success Coordinator ECM & Street Medicine

Akido is rebuilding the healthcare experience from the ground up. Through early interventions designed around social determinants of health (SDoH), world-class care focused on chronic disease, and human-centered technology, we believe we can build a healthcare model that allows for all patients to live their fullest lives. We are a fast-growing, impact-focused, Y Combinator company created out of the University of Southern California’s D-Health Lab with the idea that empowering government, healthcare, and nonprofit services with population-based data could help usher in a new era of preventive public health. Today we are building a full stack medical network that leverages our predictive capabilities to provide a frictionless experience for both our patients and care providers.

The Opportunity

We are seeking a Customer Success Coordinator to support the onboarding and adoption of AI-enabled applications for our safety net programs. This role combines on-site support, user education, and workflow familiarity for both clinical and non-clinical team members. You'll work closely with physicians, medical assistants, case managers, and other staff who provide wrap-around care to our patients in various non-traditional settings, helping teams feel confident using our applications in their day-to-day work.

This is a great opportunity for someone with healthcare experience, such as a medical assistant, scribe, or care coordinator, who is eager to pivot into a tech-forward role without leaving the clinical world behind. Ready to step into a role at the intersection of healthcare and AI at one of the most innovative healthcare companies today? Apply now to become a part of our mission-driven team reshaping the future of healthcare delivery.

What You’ll Do

• Onboarding & Training: Prepare for new users’ arrival so they are set up on Day One. Spend time helping users get started with new technology tools. Reinforce training through hands-on guidance, ensure users can navigate key features, and proactively identify and resolve common concerns.

• Relationship Building: Establish trust and rapport by working alongside clinical and non-clinical users in real-time, providing tech support and guidance either in person during outdoor rounds and patient interactions or remotely. Build strong relationships that promote collaboration, uncover workflow needs, and create open lines of communication. You will follow up issues communicating progress with users until resolution.

• Customer Success: Deliver just-in-time coaching to users who need extra support. Reinforce program-specific workflows, assist with retraining when needed, and help drive adoption by making users feel confident and supported.

• Feedback Triage & Collaboration: Collect, flag, and escalate feedback that impacts system usability. Work closely with the product and operations teams to prioritize fixes, share insights, develop training materials and contribute to continuous improvement.

What We’re Looking For

• Healthcare or Case Management Experience: 1-2 Years of hands-on experience working alongside doctors, MAs, clinical or case management staff, with a strong understanding of how these workflows operate in real-world settings.

• Customer Focused Mindset : Passionate about using technology to make life easier for care teams and improve patient experience. You anticipate challenges, adapt quickly, and aren’t afraid to jump in and solve problems as they arise.

• Relationship Builder: Ability to communicate clearly, listen actively, and build trust quickly. You know how to connect with clinicians, staff, and stakeholders in fast-paced environments.

• Tech-Savvy : Comfortable with digital tools and can quickly learn new systems. You don’t need to be an engineer, but you’re confident troubleshooting and guiding others.

• Adaptability: Comfortable working in non-traditional healthcare settings, including outdoor environments and makeshift clinic spaces.

Bonus If You have

• Software Implementation Experience: Hands-on experience supporting or implementing new software in healthcare settings—especially tools used by physicians and clinical staff.

• Training & Teaching Experience : Comfort leading small-group trainings, 1:1 coaching, or onboarding sessions for clinical teams. You can translate complex tools into easy-to-follow steps.

• Bilingual Skills: Spanish proficiency, or fluency in other commonly spoken languages, to support better communication with diverse patient populations.

Work Location/Travel:

This is a hybrid role primarily based in Downtown/South Los Angeles, with one day a week required in Bakersfield, CA. There is also an opportunity to work some days remotely. Our team cares for our patients where they are—on the street, in encampments, and in shelters. While we have an office, our teams actually work outdoors as we provide street medicine. This role supports our field-based workforce.

Salary range

$59,640 - $75,000 USD

Akido Labs, Inc. is an equal opportunity employer, and we encourage qualified applicants of every background, ability, and life experience to contact us about appropriate employment opportunities.