Customer Strategy & Operations

Hi, I'm Al and I lead Customer Operations at Candid. As a team, we’re primarily responsible for delivering valuable outcomes with and for our customers. Prior to Candid, I led teams at McKinsey & Co for 5 years, based in both NYC and Sydney, Australia. I started my career as an M&A lawyer at Allens, a top Australian law firm.

We’re hiring for outstanding folks on my team, and I want to tell you a bit about how we think about this role, because it's different from what you'll find at most companies - and that difference is very intentional.

At Candid, our model is one where a single, empowered individual is responsible for delivering outcomes with and for customers. Our internal name for this role is “Valkyrie” and it originally evolved out of necessity. In the early days of Candid, as with many startups, it was impossible to have separate people owning all the things required to help customers win; one person had to integrate across all of it. What we found is that this isn’t just a startup constraint - it is an incredibly effective way to organize ourselves. A single, empowered owner who can move fluidly across functional boundaries will outperform a team of specialists nearly every time, especially in a domain as complex and fragmented as revenue cycle management.

As we've scaled to ~200 people, we've intentionally preserved that model. We've split off certain functionally specialized supporting teams - such as Customer Support, Implementation, Forward Deployed Engineering, and Training & Enablement - but the Valkyrie remains the single-point owner of customer outcomes. The anti-pattern we actively resist is the substance-light CSM role that's mostly about relationship management and renewal motions. To be effective at Candid, you have to be willing and able to operate at the lowest tactical level - iterating on prompts for agent phone calls to navigate payer IVRs, debugging detailed syntax errors in EDI rejections with a clearinghouse, mapping hundreds of fields between a legacy system and ours - and then zoom out to shape the strategic direction of an account. Some might describe that work as unglamorous, but the best people on this team relish doing it, because that's where the valuable outcomes live.

The shape of person who thrives here tends to be a low-ego, high-slope generalist. They are resourceful, laser-focused on value delivery, and wired to expand into unowned space rather than wait for scope to be handed to them. This is not a role where your responsibilities are neatly defined and bounded. Valkyries see what needs to happen and make it happen, often before anyone asks. When you spot a gap between teams, an unowned customer problem, or an emerging product opportunity, the expectation is that you move toward it.

That bet - that a scrappy, resourceful generalist given space and expansive ownership will outperform a specialist - has paid off at every stage of Candid's growth. I'm looking for people who will keep proving it right.

Candid Health is looking to hire multiple Customer Strategy & Operations team members in 2026! Over the past year, this team has grown significantly, and we’re excited to bring on new talent to help drive that momentum forward and support our continued expansion.

In this role, you will own a portfolio of current customers and will be responsible for ensuring that they achieve world-class revenue cycle outcomes. This ownership can span the entire customer journey: you may be involved in scoping a late-stage deal and helping to close it, own the implementation of a new group with Candid, or you may focus on optimizing established accounts through deep-dive data analysis and workflow redesign, as well as deep partnership with Engineering, Product and Design colleagues.

You will work directly with customers to understand their challenges (e.g., root causing denials issues, digging into workflow gaps), as well as cross-functionally with other internal teams at Candid to develop solutions.

This team is at the tip of the spear working with customers helping to make medical billing less painful for everyone involved. If you are excited about what we are building, we’d love to speak with you and see if there is a fit across the team!

Your main goal is to maximize the value Candid delivers—helping ensure a higher portion of claims get paid, more quickly, and with less effort. Depending on the needs of your portfolio, your focus will include:

• You’ll interact closely with our current customers, developing intuition around their biggest pain points and thinking of creative ways to address them.

• You’ll own significant business outcomes and be responsible for driving key metrics for the company, including minimizing "time-to-live" for new partners and maximizing collection rates for existing ones.

• You will be responsible for digging into data (i.e. performing analysis on claims metrics) to identify the root cause of customer issues and provide data informed recommendations for solutions.

• You will own the end-to-end implementation roadmap for new customers, ensuring a seamless platform launch and driving the conversion of contracted ARR into recognized revenue.

• The solutions that you help develop may be both operational (e.g., workflow (re-)design) and/or product-oriented (e.g., automation of manual workflows). You will lead deep-dive discovery sessions to navigate complex workflow requirements, partnering closely with Forward Engineering to translate customer needs into scalable product solutions.

• Your main goal will be to maximize the value that Candid delivers for our customers (i.e., helping ensure a higher portion of claims get paid, more quickly, and with less effort).

• You will work closely with other Candid teams, including our RCM, Customer Support, Product, Design and Engineering teams to help solve our customers' most valuable and painful problems.

• You’ll play a critical role in shaping our company culture and help make this the best place we’ve ever worked.

• 1-3 years of experience

• You have a demonstrated track record of expansively owning and driving key business outcomes on high-performing teams.

• You take pride in your craft and enjoy maintaining a high quality bar, but also believe that “done is better than perfect” and have good intuition around which corners are okay to cut and which aren’t.

• You are a systems thinker who instinctively maps out dependencies and understands how early configuration choices impact the long-term success of the customer.

• You enjoy identifying problems and designing product features to address them, and aren’t shy about rolling up your sleeves and getting the work done in the meantime.

• You have a track record of scaling processes and operations.

• You’re a clear and concise communicator; you enjoy the challenge of explaining complicated ideas in simple terms, both in-person and in writing.

• [Optionally] You have experience in healthcare technology and/or healthcare financial services

The estimated starting annual salary range for this position is $95,000 - $140,000 USD. The listed range is a guideline from Pave data, and the actual base salary may be modified based on factors including job-related skills, experience/qualifications, interview performance, market data, etc. Total compensation for this position may also include equity, sales incentives (for sales roles), and employee benefits. Given Candid Health’s funding and size, we heavily value the potential upside from equity in our compensation package. Further note that Candid Health has minimal hierarchy and titles, but has broad ranges of experience represented within roles.

Please note: we are looking for employees to join our in-person culture at one of our offices (Denver, San Francisco, or New York). Our ideal weekly schedule is 4 days in-office and 1 day working remotely. Depending on the focus of your role, travel may be up to 25%.