Customer Success Manager / Implementation Lead

About Sunbound

Company. Sunbound is building the “financial OS for senior care.” The current senior care payments experience is broken—leading to higher costs, operational inefficiencies for senior living operators, and unnecessary stress for families. Sunbound solves this by delivering the first modern platform to manage this process end-to-end, saving operators and families time, money, and effort.

Mission. Our founders were inspired to start the business after seeing these challenges firsthand with their own families. We deeply care about supporting one of the most underserved groups in our population: seniors. Sunbound’s mission is to make managing money for senior living easy—so our customers can focus on what really matters: providing quality housing and care.

Team. We're a tight-knit, driven team with hubs in Downtown Brooklyn, NYC, and Washington, DC.

Traction. Since launching in mid-2023, we now serve thousands of families and are doing 7 figures in ARR.

Growth. Sunbound is on fire—growing over 30% month-over-month. The senior living market is a massive and fast-growing $230B+ opportunity as the “baby boomer” generation continues to age.

Funding. We’ve raised three rounds of funding from top-tier investors including Fika Ventures, Bling Capital, Liquid2 Ventures, LiveOak Bank, Cambrian Ventures, and Max Ventures—firms that have backed unicorns like Square, Lyft, and Rippling.

About the role

We’re looking for a Customer Success Manager / Implementation Lead to be the primary point of contact for our customers during implementation and beyond. In this early and strategic role, you’ll own the customer journey from post-sale through post-launch—ensuring every Sunbound partner gets off to a great start and stays successful long-term.

This is an exciting opportunity for someone who loves building relationships, driving impact, and shaping how we do things from the ground up. You'll collaborate closely with Product, Sales, Support, and Claims to build and scale a best-in-class customer experience.

This role requires occasional travel to conferences or to visit customers. 

Responsibilities

• Lead implementation and onboarding for new senior living operator customers, from kickoff through successful launch
  

• Own the customer relationship post-sale, becoming a trusted advisor to ensure our platform delivers ongoing value
  

• Build and scale playbooks and tools to streamline implementation and onboarding processes as we grow
  

• Collaborate cross-functionally with Product, Sales, Support, and Claims teams to surface feedback, solve problems, and improve the customer experience
  

• Develop success plans and drive adoption of new features to help customers maximize the value of Sunbound
  

• Maintain a strong pulse on customer health, proactively identifying risk and ensuring high retention
  

• Act as a bridge to finance and operations teams on the customer side, supporting implementation of payment and billing workflows and acting as a consultant to improve outcomes

What we expect from you

• 4+ years of experience in Customer Success or Implementation roles

• Experience leading software implementations end-to-end

• Familiarity working with or within senior living operators

• Comfortable working with finance teams and navigating financial workflows

• Passionate about building long-term customer relationships and driving real business impact

• Excited about joining an early-stage startup and rolling up your sleeves to build from scratch

• Strong project management, communication, and problem-solving skills

• Happy to dive into data to analyze impact and look for opportunities

• Technical aptitude or comfort working with product and engineering team 

Bonus Qualifications

• Experience in the senior care, AgeTech, FinTech, or healthcare space

• Background in startups (Series A–C)

• Experience with customer onboarding and success tooling (e.g., HubSpot, Vitally, Zendesk)

Why join us

• Collaborative, mission-driven team that cares deeply about making an impact in senior care and doing right by our customers 

• Product-led culture with a focus on continuous improvement, learning, and transparency

• Real ownership in building customer-facing functions from the ground up

• Opportunity to shape the future of the business and grow with us as we scale

Equal opportunity employment

We are an equal opportunity employer. We welcome amazing people from all backgrounds, experiences, abilities, and perspectives. If you need a reasonable accommodation during the application process, email us at apply@sunboundhomes.com. We hope you’ll join us.