Customer success manager

About Belay

Belay helps skilled nursing operators keep the people who keep their buildings running.

We started Belay because good people keep leaving care jobs for reasons that could have been heard sooner. The information to help was already there, spread across systems nobody had time to read together.

Payroll, HR and surveys each hold part of the story. Belay reads them together, so leaders can see who needs support, and why.

About the role

Belay helps only when leaders use it. For every customer, our team connects their systems, trains their leaders and meets with them on a regular schedule. You’ll lead that work.

You’ll be the first person a customer’s administrators, directors of nursing and HR call, and the one who helps them turn early signs into the right conversations.

What you’ll do

• Lead each new customer’s setup: plan the rollout with their leadership, and work with their IT team and our engineers to connect their payroll, HR and survey systems.
• Set up who sees what: single sign-on, roles, and the buildings each leader is responsible for.
• Train administrators, directors of nursing and HR: how to use Belay, and how to hold a stay conversation.
• Meet with each customer’s leaders on a regular schedule to look at what’s changing in their buildings, and what’s helping.
• Help leaders build a weekly habit: a short look at who’s new, who’s been reached and what’s overdue.
• Make sure Belay is used the way it’s meant to be: to support people, never to discipline them.
• Bring what you hear back to the people who build Belay, so it keeps getting better for the people who use it.

What you’ll bring

• Experience in skilled nursing or long-term care: as an administrator, director of nursing, staff development coordinator or HR leader, or supporting those leaders at a company that serves them.
• Experience helping teams adopt something new: onboarding, training and following up until it sticks.
• Comfort with workforce numbers like turnover, new-hire retention and overtime, and what they mean for a building.
• Enough technical comfort to work through single sign-on, user roles and data connections with an IT team.
• Respect for busy, skeptical leaders, and the patience to earn their time.
• Clear, calm communication, whether you’re training a room of administrators or walking a COO through what’s changed.
• Discretion with sensitive information about people.

Nice to have

• A clinical license (CNA, LPN or RN) or a nursing home administrator license.
• Experience with the payroll, HR, scheduling or survey systems skilled nursing operators use.
• Experience running stay interviews, retention programs or new-hire onboarding in a care setting.
• Experience across many buildings, as a regional leader or at a multi-building operator.

How we work

• People make every decision. Belay never decides who stays or who goes.
• Belay is for support. It’s never used for discipline or hiring decisions.
• We say only what’s true today, and we show where every number comes from.

How to apply

Email careers@belay.health with your resume or LinkedIn profile and a few lines about why this work interests you. If there’s a fit, the next step is a conversation with one of the founders.