Aline

Manage enterprise customer relationships and drive long-term success strategies through executive business reviews and influencing product and go-to-market strategies. | 7-10+ years in Customer Success or Account Management with proven multimillion-dollar ARR account management and strong executive presence. | Aline is the bridge between senior care and technology, built to strengthen connection where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart. Rooted in industry expertise and born from the merger of leading solutions, Aline serves as a unifying force across the senior care space. We help communities across the country streamline processes, enhance resident and family engagement, and stay aligned through every stage of care. That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike. As an Executive Customer Success Manager at Aline, you will play a pivotal role in managing and nurturing a portfolio of 1-3 high-engagement customers. Your primary responsibility will be to ensure customer satisfaction, drive adoption, and foster long-term partnerships that lead to retention and growth. You will leverage your expertise in customer success, customer training, and industry best practices to deliver exceptional results and drive customer value. Responsibilities Executive Relationship Ownership Act as the trusted advisor and main executive point of contact for one to a few strategic customers. Build deep, multi-threaded relationships across the customer’s C-suite and senior leadership. Proactively guide the customer’s long-term success strategy, ensuring alignment with their business objectives. Strategic Partnership and Value Delivery: Co-create multi-year success plans with the customer, tied directly to business outcomes and ROI. Lead Executive Business Reviews (EBRs/QBRs) with C-level stakeholders. Position Aline as a critical partner in the customer’s transformation or strategic initiatives. Partner with cross functional teams across the customer journey to deliver exceptional customer experiences. Data-Driven Insights Monitor health metrics and proactively address risks. Use data to forecast renewals and provide strategic insights both to the customer and internally. Internal Leadership & Influence Serve as the Voc for strategic customers internally, influencing product roadmap and go- to-market strategies. Partner with Product, Marketing, and Services to co-develop solutions for complex enterprise needs. Mentor and guide other CSMs, sharing best practices for executive engagement and strategic/enterprise account management. Operational Excellence Partner cross-functionally to deliver flawless execution across onboarding, adoption,support, and renewals. Create joint success metrics with the customer and track/report progress at the executivelevel. Handle escalations with urgency and diplomacy, mobilizing internal executives as needed. Qualifications 7-10+ years in Customer Success, Account Management, or Strategic Consulting roles. Proven experience owning executive-level relationships at enterprise customers. Strong background in navigating complex organizations Demonstrated success managing multimillion-dollar ARR accounts. Executive presence: able to engage and influence CxO stakeholders with confidence. Experience using a Customer Success Management Platform. Comprehensive experience with Customer Success best practices. Exceptional communication skills, with the ability to clearly articulate complex ideas and concepts. Ability to work in a fast-paced, dynamic environment. Strong problem-solving skills, with a proactive and solutions-oriented mindset.

Resolve complex customer inquiries and provide timely software support while maintaining support tickets and collaborating with R&D. | Associate or bachelor's degree with 1-2 years of customer or technical support experience, proficiency in software troubleshooting and SQL. | Aline is the bridge between senior care and technology, built to strengthen connection where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart. Rooted in industry expertise and born from the merger of leading solutions, Aline serves as a unifying force across the senior care space. We help communities across the country streamline processes, enhance resident and family engagement, and stay aligned through every stage of care. That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike. The Product Support Specialist contributes to the success of ALINE by ensuring that ALINE software users are provided with timely support and solutions and reinforcing the company's commitment to an empathy-based customer experience. This role is responsible for resolving complex, specialized, and escalated issues to support a specific functional area or product vertical. Responsibilities Further classifies, understands, documents, and resolves customer support inquiries. Provides support, education, and coordination for internal and external users. Uses the following communication standards and techniques to engage with customers: Connect: Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales. Untangle: Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”. Resolve: Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer. Maintains responsibility for customer support tickets until they are resolved. Configures and troubleshoots software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines. Provides recommendations to customers and internal R&D teams to prevent the recurrence of common issues and decrease implementation/support efforts. Escalates support issues to development teams as needed. Enters and updates support activities, tickets, and knowledgebase articles in ALINE support portals and communication platforms. Maintains a working knowledge of relevant functional area best practices and procedures. Participates in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations. Provides phone and email support on weekends and after hours as needed/as scheduled. Obtain a high level of understanding in one or more ALINE product verticals. Meets or exceed performance metrics such as ticket resolution time and customer satisfaction. Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively. Qualifications Associates or bachelor’s degree, or proven experience in customer support/service or technical support/software analysis required; 1 (one) to 2 (two) years. Proficiency in troubleshooting complex software issues. Familiarity with relational databases and SQL fundamentals. Strong time management skills. Tenacity in pursuing problem solving and thinking critically. Adaptability, willingness to learn, and self-motivated. Proficiency in MS Office products, especially Outlook, PowerPoint, Word and Excel. Empathy, calming presence, and the ability to "read" customers. Conflict Resolution: Ability to de-escalate and find solutions diplomatically.

Lead GTM operational infrastructure and enablement programs to drive revenue outcomes across Sales, Marketing, and Customer Success. | 7–12 years in Revenue Operations or GTM Enablement in B2B SaaS with Salesforce proficiency and strong analytical skills. | Join Aline and help shape the future of senior living technology. At Aline, we're transforming how senior living communities connect with residents, families, and care teams. Our integrated platform brings together CRM, sales and marketing automation, resident engagement, care coordination, billing, operations, business intelligence, and AI-powered solutions to help communities thrive at every stage of the resident journey. Every day, our technology supports organizations across the country by simplifying complex workflows, improving occupancy, strengthening resident and family experiences, and empowering care teams with the insights they need to make better decisions. We solve meaningful challenges for an industry that impacts millions of lives. As part of Aline, you'll join a collaborative, forward-thinking team that values innovation, curiosity, and continuous improvement. Your work will directly influence the products our customers rely on and help redefine what's possible for senior living providers. If you're energized by solving complex problems, building technology with purpose, and making a measurable impact, you'll find a rewarding career here. Aline is looking for a Head of Commercial Operations & Enablement to serve as the connective tissue across our GTM organization. This is a high-impact, cross-functional role that sits at the intersection of data, process, tooling, and people — ensuring that our Sales, Marketing, Customer Success, and Post-Sales teams operate from a single source of truth and are equipped to perform at their best. This role is not a support function. It is an operational leadership position that directly influences revenue outcomes. The right person is equal parts analytical and operational — someone who is as comfortable building a reporting framework as they are redesigning a process or standing up an enablement program from scratch. Responsibilities Revenue Operations & Data Integrity Own the GTM data model — ensuring consistent definitions, clean data, and a single source of truth across Sales, Marketing, and Customer Success Design and maintain dashboards and reporting that give GTM leadership real-time visibility into pipeline, conversion, retention, expansion, and team performance Partner with Finance to align on revenue reporting and forecast methodology Establish and enforce data hygiene standards across all GTM systems, with accountability frameworks to sustain them Tooling & Technology Own the GTM tech stack — including CRM (Salesforce), marketing automation, customer success platforms, and any adjacent tooling Evaluate, implement, and optimize tools that improve team efficiency and data quality Serve as the primary liaison between GTM and IT/Engineering for system integrations and enhancements Ensure tooling decisions support the full customer bowtie — from first inquiry through long-term retention Process Design & Optimization Define, document, and continuously improve core GTM processes — lead management, pipeline governance, handoff protocols, renewal workflows, and more Build the operating infrastructure that allows GTM teams to scale without adding proportional headcount Identify friction points across the customer journey and lead cross-functional efforts to resolve them Own deactivation processes — ensuring customer offboarding is handled with precision, proper documentation, and minimal revenue leakage GTM Enablement Build and lead the enablement function for all GTM teams — Sales, Customer Success, Implementations, and Contact Center Develop onboarding programs, ongoing training, and role-specific playbooks that accelerate ramp and improve consistency Partner with Product and Marketing to ensure field teams are equipped to communicate new features, positioning changes, and competitive updates effectively Create a feedback loop between the field and Product/Marketing so customer and prospect insights inform roadmap and messaging Reporting & Accountability Infrastructure Design the reporting cadence that powers weekly, monthly, and quarterly GTM leadership reviews Build and maintain the commitment log and accountability infrastructure for the GTM leadership team Provide the CCO and GTM leaders with the data and analysis needed to make confident, timely decisions Create board and executive-ready reporting on GTM performance across the full customer bowtie Deactivations Own the end-to-end deactivation process for churned or offboarding customers Ensure all deactivations are executed accurately, on time, and with proper documentation Partner with CS, Finance, and Legal to minimize risk and protect data integrity through the offboarding process Identify patterns in deactivation data that surface retention risk signals for the broader CS team Qualifications 7–12 years of progressive experience in Revenue Operations, Sales Operations, or GTM Enablement within a B2B SaaS environment Proven track record of building or significantly scaling an operations or enablement function Experience owning a GTM tech stack including Salesforce CRM; familiarity with marketing automation (HubSpot or Marketo), customer success platforms, and intent data tools (6sense, Demandbase) is strongly preferred Experience in a PE-backed or high-growth environment preferred Senior living, healthcare technology, or vertical SaaS experience a plus but not require Strong analytical skills — comfortable building models, interpreting data, and translating analysis into actionable recommendations Exceptional process design instincts — you see inefficiency and immediately start designing the fix Clear, confident communicator who can present data and recommendations to a CCO, CFO, or board audience Collaborative by nature — this role succeeds through influence, not authority High ownership mentality — you don't wait to be asked, you identify what needs to happen and make it happen Ability to hold multiple workstreams simultaneously without losing precision on any of them