Principal Platform Support/Onboarding Engineer
Mpathic
This job is no longer accepting applications
See open jobs at Mpathic.See open jobs similar to "Principal Platform Support/Onboarding Engineer" NEXT Frontier Capital.About mpathic.ai
mpathic.ai is a conversational-intelligence platform transforming how humans and AI understand empathy, communication quality, and clinical effectiveness. Our platform powers conversation analysis for healthcare, clinical trials, and digital well-being applications using human-in-the-loop machine learning and motivational interviewing frameworks.
We’re seeking a Director of Strategy & Business Operations to partner with the CEO and leadership team to drive operational excellence, scale go-to-market (GTM) strategy, and ensure financial discipline as we enter our next phase of growth.
Role Overview
We’re looking for a Prinipcal Platform Support/Onboarding Engineer who is passionate about helping customers succeed and is excited to work on cutting-edge clinical applications. This role is ideal for someone who enjoys being the go-to person for customers, learning a product inside and out, and working closely with product, engineering, and clinical teams.
You’ll play a pivotal role supporting onboarding, account management, and basic technical support for mpathic customers.
Responsibilities
Client Onboarding & Adoption
- Lead onboarding for new customers: demo key workflows, guide account setup, and reinforce best practices
- Build strong, trusting relationships with customer teams
- Be proactive and responsive—ensuring customers feel supported and informed.
- Develop and maintain guides, FAQs, and in-app content that helps reduce friction for new users.
- Review usage dashboards and adoption metrics to identify risks and opportunities
Customer Insight & Product Feedback
- Understand self-serve users through onboarding data, surveys, and usage metrics
- Track adoption metrics and report patterns to Product
- Spot and document onboarding/product gaps for follow-up
Support & Troubleshooting
- Triage customer questions and requests for onboarding and support.
- Add or update user accounts as needed and explain platform functionality
- Handle straightforward issues and escalate complex issues when needed.
Internal Collaboration & Customer Advocacy
- Work closely with the VP of Product to identify customer pain points and surface feedback
- Contribute to improving internal docs, FAQs, and onboarding guides
Qualifications
- 10+ years of experience in a customer onboarding, customer success, or implementation role (SaaS a plus)
- Experience communicating directly with clients or end users
- Proven ability to manage multiple concurrent projects or onboarding efforts
- Prior experience navigating complex customer environments
- Excellent problem-solving and prioritization skills
- Bachelor's degree or equivalent experience in business, health sciences, psychology, or related fields
- Interest in working with AI-driven products and supporting human + machine collaboration
Who You Are
- Customer-first mindset – You take pride in making users feel supported and empowered to deliver an exceptional customer experience
- Natural problem solver – You see challenges before they impact customers, and you love finding a way to solve problems, no matter how complex
- Excellent communicator – You’re clear, compassionate, and confident speaking to clinicians, researchers, and product teams alike
- Organized and reliable – You follow through, respond quickly, and track moving parts with care
- Collaborative – You ask questions, raise concerns, and enjoy being part of a team
- Flexible – Comfortable wearing multiple hats
Location
Remote; Chicago preferred.
Compensation
The typical compensation range for this role is $110,000 - $160,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws.
This job is no longer accepting applications
See open jobs at Mpathic.See open jobs similar to "Principal Platform Support/Onboarding Engineer" NEXT Frontier Capital.