Customer Experience Lead
Full-time | Remote (US) | $120,000–$130,000 | Equity | Reports to CEO
About Bambi Health
Bambi Health builds the operating system for Non-Emergency Medical Transportation providers, which is a $15B+ market growing 6–8% annually as Medicaid expands, states mandate electronic trip verification, and thousands of small operators replace paper and spreadsheets with real software. We're a 9-person team helping 600+ NEMT companies manage dispatch, billing, and compliance. We're a 4-year-old company that's grown revenue 126% year-over-year and we're operationally profitable, with no sales team, no outbound, and minimal paid marketing. Every one of our customers found Bambi through word of mouth and organic discovery.
Our customers are owner-operators: people running 3 vans, answering driver calls at 6am, juggling Medicaid paperwork between pickups. They're building real businesses and they need software that respects their time.
We're now building the systems and infrastructure to handle what happens when we invest seriously in growth. This role exists because our CEO currently does every demo, handles support, and manages onboarding, while also being the only person who can pursue the partnerships that represent our biggest growth opportunity. You're the hire that makes it possible.
Why This Role
No upselling, ever. Our pricing auto-adjusts at $69/vehicle/month based on actual usage. When a customer adds a vehicle, billing increases automatically. When they remove one, it decreases. Every conversation you have is about helping someone succeed, not hitting a revenue target.
Full autonomy to build from scratch. There is no existing CX function. No playbook, no processes, no team. You'll have the authority and budget to design how this works, choose your own tools, and build systems your way. You report directly to the CEO on a 9-person team. There are no layers between you and decisions.
Rare timing. You're building the foundation before scale, not firefighting after it. Current demo and support volume is manageable. Our CEO and CTO handle it today on top of their other responsibilities. You're not walking into a burning building. You're designing the infrastructure before the load arrives, which means you get to do it right.
Career-defining work. In 2–3 years you'll have built an entire customer function from zero at a company that scaled through it. You'll build the processes, the tooling, the metrics, and potentially the team. That's a track record that positions you for VP of CX at a much larger company or a founding role at the next rocketship. We want this to be the role you point back to.
The Role
You'll own the full customer journey from the first demo through long-term retention, including demos, onboarding, support, and customer success. This is a hands-on IC role where you're doing the work yourself: running demos, responding to tickets, calling customers who haven't finished setting up. Over time, you'll build the processes, tooling, and documentation that make each of these functions scalable. When the data tells you that one person can no longer do this at the quality bar you've set, you'll propose the hire, define the role, and own recruiting and management.
You'll work hand-in-hand with our fractional CMO, who is building the marketing engine that will drive inbound volume. Their job ends when a prospect arrives. Yours begins from the first demo through onboarding, activation, and long-term retention, including the automated touchpoints that guide customers through each stage.
What You'll Own and Build
We care about three things: are customers getting fully activated, are they getting great support, and do we have visibility into account health before problems become cancellations. How you measure and improve those is up to you.
You'll work directly with operators who are building transportation businesses from the ground up, helping a 3-van operation get fully set up, watching them grow to 10 vans on your platform, and knowing you're part of why it worked. You won't own all of this at full intensity on day one. You'll ramp into each area as you learn the product, the customers, and the patterns. But within 90 days, these are yours.
Demos — Own the product demo experience for operators with smaller fleets. This is the highest-volume entry point for new customers and where most first impressions are formed. This isn't a sales role — all demos come inbound, and a significant portion close on the call itself. You'll run live demos, iterate on what resonates, and help design an automated demo path that scales this segment without human involvement.
Onboarding & Activation — Our biggest untapped opportunity. All customers start at $69/month regardless of fleet size, and some multi-vehicle operators never finish adding all their vehicles. You'll build the system that identifies under-activated accounts and closes these gaps through proactive outreach. Revenue increases automatically when customers get their full fleet into the product.
Support — Own our support operation across phone, email, and SMS through Pylon, our centralized support platform. You'll build the processes around it: ticket categorization, SLAs, escalation paths, and expanding our existing knowledge base. When 5 customers ask the same question, you won't answer it 5 times — you'll fix the root cause and document the solution.
Customer Success — Design customer health scoring using product usage data — vehicles active, trips dispatched, activation status. Proactively identify at-risk accounts before they churn. Feed support patterns back to engineering so the product gets better, not just the response time.
Who You Are
5+ years in customer success, onboarding, implementation, or support at a B2B SaaS company, ideally one serving small businesses
You've built or significantly shaped a customer-facing function at a growing company. You can point to a system you designed from scratch and explain why it worked
You see a broken process and fix it without being asked, then document what you did so it scales
You're genuinely patient and warm with non-technical users. NEMT operators are small business owners, not IT professionals. You enjoy helping them figure things out
You think in systems, not tickets. Pattern recognition is your default mode
You're comfortable operating independently. You don't need weekly check-ins to stay on track and you don't wait for permission to act
You're excited about joining a company early enough to shape it, with the autonomy and equity that comes with that
Bonus if you've worked at a vertical SaaS company serving SMB operators (ServiceTitan, Jobber, Housecall Pro, Toast, etc.) or if you're bilingual English/Spanish.
Compensation
- $120,000–$130,000 base salary depending on experience. No variable comp.
- 0.25–0.35% stock (QSBS-qualified)
- Health insurance
- Fully remote, US-based. Preference for Eastern or Central time zones, but open to Pacific or Mountain for the right candidate
How to Apply
Send an email to jobs@bambi.health with your resume and a written answer to one question:
Tell us about a system or process you built from scratch at a previous company. What was the problem, what did you build, and what changed as a result?
Subject line: "CX Lead — [Your Name]"
