Product & Customer Experience Associate
Product & Customer Experience Associate
Pretty Good AI Company · Full-time
Why this role exists
We build AI software for healthcare — one of the highest-stakes, most workflow-sensitive environments there is. In this market, a good demo doesn't win the deal and a signed contract doesn't make the deployment succeed. What does both is one person who knows the product cold, spends real time with customers, and carries what they learn back to engineering fast enough for it to matter.
That's this role. You'll be on the pitch call, in the go-live, on the support thread, and in the conversation where we decide what to build next. You are the connective tissue between the people using our product and the people building it.
This is a wide job. You will not be an expert in any one part of it on day one, and that's the point. You'll get more surface area in eighteen months here than in five years at a large company.
Why this is a huge opportunity
Healthcare is undergoing a generational shift, and AI is at the center of it. In this role, you aren't just observing the change: you are directly shaping the tools that physicians and administrators rely on every day. Because this is a high-stakes environment where software directly impacts patient outcomes and clinic operations, your work has immediate, tangible consequences. You will gain a profound understanding of the healthcare ecosystem that most people spend entire careers trying to decode. You'll work at the intersection of product, engineering, and customer experience, gaining the kind of cross-functional expertise that is rare, highly leveraged, and essential for any future founder, product leader, or executive. There is no better vantage point to see how a company is built from the ground up than this one.
What you'll actually do
Pitch. Run product demos and discovery calls, first alongside our founders and then on your own. Learn the clinical case and the economic case well enough to defend both to a skeptical CMO and a spreadsheet-driven CFO in the same meeting.
Launch. Own onboarding end to end for new customers: implementation plan, integration timeline, training sessions for clinicians and front-desk staff, go-live, and the intense few weeks after go-live where adoption is actually won or lost.
Listen. Run regular reviews with customers. Turn "it’s not offering nurse appointments” into an actual diagnosis (a workflow conflict, a permissions gap, a training miss, or a real product problem).
Translate. Sit between customers and engineering and write requirements our team can act on: the workflow as it really happens, the constraint, the edge case, how often it comes up, and what breaks if we ignore it. Good translation here is the highest-leverage thing you'll do.
Unblock. Triage inbound support. Resolve what you can, escalate what's real, and fix the documentation behind anything you've now answered three times.
Run the plan. Project-manage all of the above across several accounts at different stages, and keep everyone — customer, engineering, leadership — honest about dates.
What we're looking for
- You've graduated recently or are about to. No specific major; career changers welcome.
- You write clearly. Much of this job is turning a chaotic 45-minute conversation into a page that makes someone else smarter. We'll test this.
- You're comfortable being the least experienced person in the room — of physicians, administrators, executives — and still running the meeting.
- You're organized without being told to be. You track commitments, follow up, and close loops on your own.
- You're genuinely curious about healthcare and willing to learn how clinics, hospitals, billing, and EHRs actually work. Nobody in this industry will explain it to you twice.
Helpful, not required: any prior healthcare exposure (scribe, EMT, clinical research, clinic ops, health policy), comfort with spreadsheets or SQL, a startup internship, or something you built and shipped on your own.
Who this role isn't for
- Someone who wants a narrow, well-defined job in year one. Priorities here shift monthly.
- Someone who needs a playbook that already exists. You'll be writing much of ours.
Where it leads
Around the 12–18 month mark, most people in this role discover a center of gravity — product, commercial (sales and customer leadership), or implementation and solutions engineering. We'd rather help you specialize into the one that fits than pretend the generalist version scales forever. Early team members here have unusual leverage over what they grow into.
Details
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Compensation: $25 / hr
- 30–45+ hours/week
- Location: Remote
- Remote work requirements: Remote employees must be based within the US
- Schedule: Full time
How we hire
- Written exercise (~90 min, take-home) — we send you a messy customer call transcript. You send back a short customer-facing recap and a video recording (instructions provided when you apply).
- Intro call (30 min) — your background, our stage, mutual fit.
- Team conversations — engineering and leadership.
- References, then offer. We aim to move start to finish in under three weeks.