Customer Success & Field Operations Specialist

About the job

About Rubato:

Rubato is a startup dedicated to transforming the care of patients with Alzheimer's Disease and Related Dementias (ADRD) and Mild Cognitive Impairment (MCI) through our AI-powered, reimbursable music intervention. Our innovative technology surpasses traditional methods by offering the world's first data-driven music therapy that creates personalized therapeutic playlists aimed at scientifically and measurably reducing patients' symptoms.

By leveraging real-time cardiac biomarkers and proprietary music analysis, we provide precise musical therapeutics tailored to each individual's physiological and emotional needs. Rubato seamlessly integrates into existing care protocols, effectively reducing patient anxiety and challenging behaviors while enhancing engagement and adherence to care plans. Join us in leading the way in healthcare innovation and help shape a future where technology and compassionate care unite through music therapy.

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Position Overview:

Customer Success & Field Operations Specialist will be at the heart of our customer experience — leading hardware deployments, managing inventory and logistics, delivering technical support, and enabling success through proactive touchpoints. It will be the glue (or bridge) between the R&D Engineering Team and the Clinical Success team, with the ultimate aim of delivering great customer experience from a technical perspective.

 

This role is hands-on, customer-facing, and cross-functional. It will work across logistics, onboarding, support, and training — helping our customers get the most out of our products, and making sure they feel supported every step of the way.

 

Key Responsibilities:

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Hardware, Logistics & Operations

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• ​Well familiar with android environment

• Familiar with MDM technology

• Manage procurement, inventory, and supply chain for devices and supporting equipment

• Oversee hardware/setup preparation and fulfillment — branding, pricing, kitting, and packing

• Own warehouse operations and coordinate delivery logistics across multiple locations

• Prepare field kits, troubleshoot logistics issues, and help streamline post-sale operations

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Customer Support & Field Enablement

• Provide onsite and virtual tech support to customers and partners

• Act as a key point of contact for post-sale deployments, technical onboarding, and delivery day execution

• Collaborate with the Clinical Success team to ensure seamless handoffs and high satisfaction

• Conduct periodic customer check-ins to ensure satisfaction and gather feedback
   

Instructional Design & Enablement

• Create and manage training content: quick-start guides, onboarding docs, videos, and FAQs

• Help customers feel confident using our tools through live walkthroughs and asynchronous resources

• Continuously improve content based on customer feedback and product updates​

 

Priority Consideration Will Be Given To Candidates Who:

• Possess formal or advanced training, certifications, and/or completed college degrees in relevant fields.

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Qualifications:

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• is detail-oriented and thrive in fast-moving, ambiguous environments

• Flexible with traveling 

• Has experience in field ops, customer support, logistics, or tech deployment

• is a natural problem solver and excellent communicator

• is comfortable being customer-facing — in person, over video, and through documentation

• Have a startup mindset — scrappy, resourceful, and excited to wear multiple hats

• Bonus: background in health tech, biomedical devices, or hardware/software integration

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What We Offer:

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• Competitive salary and benefits package.

• Opportunity to make a significant impact on patient care and facility outcomes.

• Collaborative and innovative work environment.

• Professional development and growth opportunities.