Customer Success & Deployment Manager (IoT / Healthcare)

Customer Success & Deployment Manager (IoT / Healthcare) at Shyld AI Customer Success & Deployment Manager (IoT / Healthcare) at Shyld AI in Mountain View, California Posted in 11 days ago.

Type:

full-time

Job Description:

About Shyld AI Shyld AI builds physical AI agents for hospitals to improve operational efficiency, safety, and infection prevention. Our systems combine edge AI, sensors, and cloud intelligence to monitor and optimize real-world workflows in environments like operating rooms and ICUs. We are working with leading hospitals and rapidly expanding deployments. Role Overview We are looking for a Customer Success & Deployment Manager to own the end-to-end success of our deployments - from coordinating installations to ensuring customers are actively using Shyld and getting value. This is a highly cross-functional role at the intersection of operations, customer success, and hardware/software deployment. You will be the operational backbone that ensures nothing falls through the cracks between our product and our customers. Responsibilities 1. Deployment & Installation Coordination Plan and coordinate device installations with hospitals and internal teams Manage part-time installers or local contractors Ensure site readiness (power, placement, access, connectivity) Execute and improve installation checklists and SOPs Validate successful deployments (hardware + dashboard + data) 2. Customer Onboarding & Success Serve as the primary point of contact during onboarding Train hospital staff on system usage and workflows Ensure customers are actively using Shyld after deployment Identify gaps in usage and proactively address them Collect feedback and surface insights to product and engineering teams 3. Fleet Operations & Reliability Monitor deployed devices for uptime and issues Investigate and coordinate resolution of: connectivity issues device downtime misconfigurations Track recurring issues and escalate patterns 4. Operational Process & Scaling Build and improve deployment and onboarding processes Create documentation, playbooks, and checklists Improve installation speed, quality, and reliability Support logistics, device readiness, and replacement workflows Requirements Must-have 3+ years in operations, customer success, implementation, or similar roles Strong organizational and project management skills Excellent communication skills (especially with non-technical stakeholders) High ownership and ability to drive tasks to completion Comfortable working in a fast-paced startup environment Technical comfort Ability to understand and troubleshoot basic hardware/software systems Familiarity with IoT, robotics, or technical products is a strong plus Comfortable working with dashboards, metrics, and system logs Nice to have Experience in healthcare, medtech, or hospital environments Experience with hardware deployments or field operations Experience managing contractors or vendors What Success Looks Like Installations happen smoothly and on schedule Devices remain operational and issues are resolved quickly Customers are actively using the system and seeing value Operational processes become faster and more scalable over time Engineering and founders spend significantly less time on coordination Why Join Shyld Work on cutting-edge AI systems deployed in real-world environments High ownership and direct impact on company success Opportunity to shape how physical AI systems are deployed at scale Collaborate closely with a highly technical and mission-driven team