Provider Success Manager

Overview The Role We're hiring Loula's founding Provider Success Manager — the first person dedicated to making sure every doula who joins our network feels supported, set up for success, and genuinely excited to work with us. This is a high-ownership role at a company that's still early enough that you'll shape how this function is built. You'll design the systems, write the playbooks, and set the standard for what great provider success looks like at Loula — then run it day to day. You'll own onboarding end-to-end, serve as the primary point of contact for our doula community, and be a key voice internally on how we can make our providers' experience better. You'll be joining a small, mission-driven team where your judgment will be trusted, your ideas will shape how we grow, and your care for providers will ripple out to the families they serve. What You'll Do Onboarding & Credentialing Lead onboarding calls that set doulas up for success from day one — walking them through the process with clarity, patience, and genuine care. Review onboarding applications and proactively help providers clear hurdles like missing documentation, so no one falls through the cracks. Own the credentialing pipeline end-to-end: compile and submit applications to payers using Loula's automated tools, track statuses, and follow up consistently until every doula is credentialed and ready to bill. Build and maintain onboarding resources — guides, videos, workflows, and FAQs — that empower doulas to navigate the process with confidence, even without hand-holding. Identify bottlenecks in onboarding timelines and partner with Sales and Ops to continuously improve the experience. Customer Experience & Community Be the primary point of contact for our doula community — responsive, reliable, and genuinely invested in their success. Use proactive outreach to check in on onboarded doulas, support their continued engagement with Loula's tools, and help them grow their practices by leveraging insurance reimbursement. Foster a sense of community and belonging among Loula's provider network, so doulas feel like partners — not just users of a platform. Collaborate with the team to build SOPs and support workflows that enable consistent, high-quality responses at scale. Cross-Functional Collaboration & Strategy Partner with Sales on smooth handoffs from contract close to onboarding launch, troubleshooting collaboratively when issues arise. Serve as the voice of the provider internally — sharing trends, friction points, and feedback from the field with Product, Ops, and Research to improve tooling and the overall provider experience. Contribute to cross-functional initiatives aimed at improving onboarding, retention, and long-term provider satisfaction. You Are Relationship-first. You're energized by being the go-to person for a community you care about — answering questions, removing obstacles, and building genuine trust with the providers you serve over time. A systems thinker who can execute. You don't just identify problems — you design the process to fix them and follow through until it sticks. A clear, confident communicator. You can make complex insurance and credentialing concepts feel approachable, and you're equally comfortable advocating for providers in cross-functional conversations with ops, product, and engineering. Energized by early-stage environments. You see ambiguity as an opportunity, not a blocker — you're the kind of person who gets excited about building something from scratch and creating structure where there wasn't any before. Mission-driven. You care deeply about perinatal health equity and provider empowerment — and that care shows up in how you do your work. Your Experience You have 3–7 years of experience in customer success, onboarding, account management, or operations — ideally in a healthcare setting, though we're open to adjacent backgrounds if you're genuinely excited about the space. Specifically, you've: Supported providers, patients, or other stakeholders directly and know how to prioritize, troubleshoot, and escalate in real time. Built or significantly improved workflows, documentation, or systems to help a team scale. Collaborated across functions to solve problems and drive improvements. Managed a book of relationships with professionalism and strong follow-through. Compensation & Benefits $100,000+ annual salary Generous equity package Unlimited PTO Medical, dental, and vision coverage - FSA & HSA options Access to One Medical, Talkiatry, Peloton, Kindbody, and more Short & Long term disability insurance, Life insurance Team fun! Dinners, activities, retreats Location California or New York preferred but remote is welcome. Loula is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. We are committed to building a diverse and inclusive team. #J-18808-Ljbffr