About Freshpaint

Customer data is the fuel that drives all modern businesses. From product analytics, to marketing, to support, to advertising, advanced data analysis in the warehouse, and even sales – customer data is the raw material for each function at a modern business.

For highly regulated businesses in healthcare, it’s always been a challenge to harness that customer data and get it to the marketing and analytics tools that require it while following patient privacy laws….until now.

Something as simple as running ads to get more users is simple for an e-commerce of software company to do. But common web analytics and advertising tools collect sensitive user identifiers and healthcare information automatically. Those same tools are not HIPAA compliant.

We provide a layer of data governance to make current web analytics tools HIPAA-compliant. For analytics, our customers can continue getting the insights they need to improve the patient experience. For marketing, Freshpaint safeguards health information while helping our customers promote access to care through popular advertising platforms like Facebook, Google, and others.

In short, we help healthcare marketers promote access to care and safeguard patient privacy at the same time. This is an important, complex problem in a massive market (healthcare is 20% of the US GDP).

Our customers manage their customer data with:

1. Privacy Platform. We help healthcare providers automate their website’s + app’s HIPAA compliance, and safeguard patient data. This is our core product today

2. Future additional product lines! Our core product provides a platform that we're building marketing applications on top of.

We’re fully remote. If you strongly value in-person work, Freshpaint is likely not the best fit for you. Even though we don’t care where you’re located, we need employees to be based in the US. Many of our team is concentrated in various metro areas like SF or NYC.

To balance out our remote-ness, we gather the team 2-4 times per year for offsites. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, and California wine country in the recent past.

We’re backed by leading investors including Y-Combinator, Intel Capital, and angel investors like the Head of Data from Slack, Head of Data at LinkedIn, and more.

Who we are:

Freshpaint was founded by web analytics veterans who realized how hard it was for highly regulated companies to collect and use customer data in a compliant way. We started as part of Y Combinator’s S19 cohort and have been focused on enabling healthcare companies collect, safeguard, and activate patient data since.

In 2022 the government issued updated guidance around HIPAA, basically making our software a requirement to use for healthcare companies. As a result, we're one of the fastest growing software companies on earth right now.

Our team has deep analytics and growth experience, with all of us coming from high-growth companies like Heap, Pendo, Iterable, Quantum Metric, and Retool.

If you value lots of freedom and ownership in your work, interfacing with customers, and working on a product with high customer impact, then Freshpaint is your home.

The Role

Our success is defined by the success of our customers – we’re looking to bring on founding members of our Customer Success team to help our customers successfully take a privacy first approach to healthcare marketing. 

The Customer Success team at Freshpaint empowers our customers to deliver on their goals, while prioritizing privacy and data quality. We ensure repeated value that unlocks growth for our customers through our focus on delivery excellence, industry expertise, efficiency, and dedication to customer outcomes.

We are looking for a Team Lead, Customer Success Engineering (CSE) to oversee a small but high-impact team of CSEs and guide our strategic customer onboarding and implementation efforts. This role blends technical expertise, customer advocacy, and team leadership to ensure our customers derive maximum value from Freshpaint while fostering a high-performance team environment.

What You’ll Do:

Customer Engagement & Technical Leadership

• Lead the onboarding and implementation of Freshpaint for strategic customers, ensuring timely and successful adoption of the platform.

• Serve as a technical advisor and escalation point for Freshpaint’s most strategic accounts.

• Facilitate technical roadmap discovery with customer champions, aligning their needs with Freshpaint’s product development.

• Communicate complex technical concepts to diverse audiences, including marketers, product managers, data scientists, engineers, and C-level executives.

• Foster customer champions by driving high adoption rates and showcasing business value through multiple use cases.

Team Leadership

• Manage and mentor a team of 1-3 Customer Success Engineers, providing guidance on customer interactions, technical problem-solving, and professional development.

• Define and execute onboarding plans for new team members, ensuring their success and integration into the team.

• Serve as a mentor and player-coach, balancing hands-on work with leadership responsibilities.

Operational Excellence

• Own and deliver on leading and lagging indicators for customer success, including time to value, adoption metrics, and account satisfaction scores.

• Document processes and outcomes consistently in project management tools (e.g., Monday.com).

• Contribute to and define frameworks, playbooks, and processes that set the standard for Freshpaint’s customer success teams.

Cross-Functional Collaboration

• Collaborate with Product, Engineering, and Support teams to address customer feedback and drive product enhancements.

• Participate in customer advisory boards, community events, and strategic initiatives to amplify customer impact.

• Lead internal projects and special initiatives to scale Freshpaint’s customer success capabilities.

Industry Expertise & Advocacy

• Stay informed on best practices in enterprise healthcare, health technology, and data privacy.

• Advocate for the voice of the customer internally, contributing to case studies, referrals, partnerships, and beta programs.

What You’ll Bring

• Experience: 8+ years in Customer Success Engineering, Solutions Architecture, Professional Services, or similar roles, with a majority in strategic or leadership positions.

• Technical Proficiency: Advanced knowledge of web technologies (HTML, CSS, JavaScript), analytics, and data platforms. Experience with tag management systems like Google Tag Manager and proficiency in SQL are highly desirable.

• Leadership Skills: Proven ability to manage and develop high-performing teams, mentor colleagues, and lead by example.

• Customer Focus: Deep commitment to customer success, with exceptional interpersonal skills and the ability to build strong relationships at all levels, including C-suite.

• Communication: Exceptional written and verbal communication skills, with experience presenting to executives and managing complex customer escalations.

• Operational Excellence: Strong analytical and process-oriented mindset, with a history of driving measurable results.

Nice to Have

• Experience with healthcare industry customers and HIPAA compliance.

• Familiarity with analytics tools or data warehouses (e.g., Looker, Tableau, Snowflake).

• Expertise in data activation use cases and integrating APIs.

Benefits - what we offer in return:

• Joining a high-growth venture-backed startup as part of the early crew. You will be employee #70-80ish.

• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window.

• Freshpaint Fridays: Half-day Fridays. Every week.

• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays.

• 100% remote

• Flex in-office if you want with $150 WeWork credits each month

• 401k

• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws).

• Mental health benefits - therapy appointments and more covered by the company

• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team.

• Generous parental leave

• Paid Spotify

• Health & Wellness benefit – gym membership or similar covered

• Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past. Ask us about the legendary Jackson offsites!

• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we'd love to be your first angel investors.

If you are interested in reading more about our team and our values, check out our team page.

Interested? How to apply

Please reach out even if you don’t meet all criteria! If you’re smart and driven, we’d love to hear from you.

What happens after you apply

If you apply online, you will hear back if you're a fit within a week or two. You will not hear back if you're not a fit (or the position gets filled before we have a chance to chat). We look at everything, we promise.