Customer Success -Family Empowerment Associate

About Abby Care

Our mission is to redefine care for the most vulnerable. The healthcare system is failing the underserved. It's a struggle to find care, to afford care, and to receive quality care.

We are a company currently in stealth mode that is transforming the healthcare experience for low-income families through purpose-built, thoughtful technology and a unique care model.

We are well-funded by world-class investors and phenomenal digital health leaders of this decade. We are led by a founder who grew up on Medicaid (public insurance) and personally knows the desperation of not being able to afford medically-necessary care.

Here, we believe that anything can be achieved through pure will, determination, and grit. We value operators with a similar mindset.

The Role

We’re looking for passionate and empathetic hustlers to join us. This is not your typical sales or customer success position. Instead, you’ll be working with real families with real human problems. Your role is to empower underserved families to take the most transformative step of their life to access care.

Working Hours:  12:00PM - 8:00PM EST (Full Time - Remote) 

In this role, you will:

Lead the Family Empowerment Function. Take ownership of the caregiver experience by managing the family training pipeline, ensuring caregivers receive best-in-class clinical education, and helping them grow into confident, capable care providers. You’ll challenge, guide, and motivate families to reach their full potential.

Champion and Uplift Families. Navigate caregivers through the complexities of healthcare and training with empathy and clarity. You’ll be their biggest advocate, celebrating their wins and offering support through setbacks, ensuring they feel empowered, not alone.

Collaborate Across Teams. Work closely with Abby Care’s technology, clinical, and product teams. Your voice will shape how we build tools, training, and processes that better serve families. You'll be a key connector across departments, driving alignment and impact.

Build a Thriving Caregiver Community. Play a leading role in cultivating the Abby Care community. Organize caregiver meet-ups, virtual events, seminars, and peer connection opportunities. Help families connect, share, and lean on each other throughout their caregiving journeys.

Guide the Caregiver Journey. Serve as the primary point of contact for families. Set clear expectations, provide consistent onboarding support, and guide them through credentialing, documentation, and Medicaid-related processes.

Offer Holistic Support. Act as both a logistical coordinator and emotional coach. Offer compassionate check-ins, hold families accountable to deadlines, and help resolve barriers to compliance and care.

Ensure Communication and Connection. Manage high volumes of communication (calls, texts, emails)with care and consistency. You’ll keep families engaged, informed, and connected throughout every step of the process.

Maintain Operational Excellence. Keep internal systems up to date with detailed notes and documentation to ensure smooth coordination between teams and seamless service delivery for families.

Our Value Prop to You

• Everyone on the Abby Care team receives company equity and salaries above industry standards. Our builders are a critical part of our team, and we strive to reflect this through ownership and pay.
• Environment for growth and learning. You will have the opportunity to drive great impact and gain exposure to all functions of the company. At Abby Care, you can flex multiple realms of your interpersonal skillset and creativity.
• Propel innovation in healthcare. We are leading the change against traditional providers with outdated systems. You’ll be able to operate in a fast-paced environment to deliver care and iterate. 
• An energizing, compassionate team. Our team cares deeply about each other. We strive to elevate and uplift each other in our day-to-day work to do the best for our families. We don't believe in bureaucratic nonsense.

The Requirements

• At least 1-4 years of sales or customer success experience in a professional role. This can mean (but is not limited to) you have work experience in any of the following areas:
• Sales Development Representative 
• Account Management 
• Customer Success Development 
• Call Center Development 
• Excellent project management and process execution skills. You know how to handle complex and cross-functional initiatives, set goals, and optimize workflows.
• Experience in business analytics and performance measurement (or willing to learn). You’ve used a myriad of tools spanning from spreadsheets to growth dashboards.
• Deep empathy, endless tenacity, charisma, and patience. 

Who We're Looking For

This role would be a fit for you if you have the following:

Pride in being the jack-of-all trades.

• • Everyone has heard of the ‘a jack of all trades is a master of none’ quote. However, what most people missed is the second half of the quote ‘a jack of all trades is a master of none, but oftentimes better than a master of one’. You know this, and it’s your superpower.  Compassion for underserved families.
    • You truly view this as an opportunity to help the most vulnerable. Low-income families are often turned away from care and treated with little respect in healthcare. You’re fired up to flip this narrative!

Execution horsepower.

• Your uncanny advantage is your speed for execution and your organizational skills. For teams you work with, you are known for always exceeding expectations and raising the bar for yourself and for everyone else around you. 

Down-to-earth interpersonal skills. You know how to relate and talk to anyone and everyone. People connect with you on a deeper level. You can switch from talking to a high-ranked executive, to a rural farmer, and to an alien from Mars with no hesitation. Team-player and beginner's mindset.

• You have a low ego and are willing to learn. You are willing to admit mistakes and have an open mindset to new avenues of problem-solving.
• You are constantly thinking of ways to improve, and are not afraid to pivot when necessary.

Force of nature.

• You take extreme ownership. There are no tasks or problems that are beneath you - even the most unsexy, complex of problems. 
• You are able to drive critical goals under ambiguity and constraints. 

If you're passionate and excited about delivering life-changing care to families in need, working with a tight-knit team of builders, accelerating your career and growth, and making an impact on the next category-defining company,  don’t hesitate to apply.