Nsight

Customer Success Manager

• Design and implement a scalable CS operating model across the Ciullo, Inc. portfolio, starting with Nsight Health and expanding to Nsure, Nvera, and Prvnt as the role matures.
• Build the playbooks, onboarding frameworks, QBR structures, escalation protocols, and expansion motion that shift the CS function from reactive account management to proactive client partnership.
• Establish a unified client health scoring system and own the metrics that matter: net revenue retention, gross revenue retention, time to value, expansion rate, churn rate, and customer satisfaction scores.
• Serve as the executive CS leader across all Ciullo, Inc. portfolio companies, adapting strategy and methodology to the distinct client types, sales cycles, and service models of each business.
• Understand the different economics of each entity, build bridges where shared clients or cross-sell opportunities exist, and consolidate performance reporting across the portfolio into a single executive view that gives leadership a clear, honest read on client health, risk, and growth potential at any given moment.
• Recruit, develop, and lead a high-performing CS team across the portfolio including CS Managers, Account Managers, and Client Success Representatives embedded within each entity.
• Personally own the highest-level client escalations across the portfolio, including those raised by sophisticated physicians who elevate their concerns to the executive team.
• Own net revenue retention across the portfolio as your primary performance metric. Build the motion that keeps clients, grows them, and turns them into advocates.
• Build the data infrastructure that gives the CS team real-time visibility into client health across all portfolio companies, reducing reliance on manual reporting and reactive problem detection. Present clear, narrative-driven CS performance reports to the CEO and executive team on a regular cadence.

EVP, Customer Success

• Directly manage, coach, and develop a team of Senior CSMs and CSMs — serving as their primary manager for all operational matters, escalations, and performance accountability.
• Conduct regular 1:1s focused on account health, pipeline visibility, and professional development; deliver end-of-year performance reviews and goal-setting.
• Own low-level and mid-level escalations; step in directly on at-risk accounts and model best-in-class de-escalation and relationship recovery.
• Lead PIP, hiring, and offboarding decisions at the CSM level without requiring executive approval for operational decisions.
• Identify individual skill gaps and design targeted coaching plans; build and refine playbooks that elevate team capability and execution consistency.
• Leverage AI tools (Claude, ChatGPT, CRM automation) to build smarter coaching workflows, flag at-risk accounts earlier, and automate manual overhead.
• Own team-level retention and expansion outcomes across the entire CSM portfolio — accountable for the number, not just the activity.
• Refine and enforce playbooks for upsell, cross-sell, renewals, and de-escalation to ensure consistent execution across the CSM team.
• Maintain active visibility into high-value and strategically critical accounts; build trusted relationships with clinical, operational, and executive stakeholders.
• Partner with Sales and Implementation leadership to ensure smooth handoffs and a seamless customer journey from onboarding through long-term retention.
• Use AI-powered health score modeling and CRM data signals to detect churn risk before it materializes.
• Partner with the CSL Manager on program-level strategy: enrollment forecasting, site-level capacity planning, and CSL deployment decisions.
• Collaborate with Sales and Implementation to sequence new site deployments, ensure proper CSL staffing, and set each new site up for successful enrollment ramp.
• Define program performance benchmarks and hold the CSL Manager accountable to monthly and quarterly targets; identify structural gaps and build corrective plans.
• Monitor and report on team-level KPIs: CSM retention rates, renewal conversion, health scores, enrollment pacing, and escalation metrics.
• Design and implement scalable processes, templates, and workflows that improve team efficiency and customer experience consistency.
• Build and own AI-augmented reporting workflows that surface portfolio risk to leadership without requiring manual data assembly.
• Partner closely with the VP of Customer Success on CS strategy, capacity modeling, compensation frameworks, and team development roadmaps.
• Represent the CS team perspective in cross-functional discussions; translate team performance into clear, data-backed narratives for leadership.
• Surface people, process, and tooling gaps proactively to the VP before they become material risks.

Director, Customer Success

Revenue Operations

• Own and govern the full HubSpot CRM ecosystem across all portfolio companies, including pipeline configuration, workflow automation, and reporting infrastructure
• Maintain clean, auditable data across all commercial roles and drive adoption and proper utilization across SDR, AE, and Customer Success functions
• Manage integrations with supporting platforms including Apollo and LinkedIn Sales Navigator
• Own all revenue forecasting across the Ciullo, Inc. portfolio, delivering accurate monthly, quarterly, and annual projections to senior leadership
• Build and maintain pipeline coverage models using historical data and cross-entity commercial trends
• Produce standardized reporting across all brands with consistent methodologies and definitions so leadership always has one version of the truth
• Participate in weekly huddles across commercial, finance, and operations functions, presenting data-driven updates on pipeline health, forecast accuracy, and performance trends across the portfolio
• Design bottoms-up quota models, territory frameworks, and sales capacity plans aligned to growth targets
• Design, calculate, and administer all variable compensation plans across the full commercial organization including SDRs, Account Executives, Customer Success Managers, and Customer Success Liaisons
• Model compensation scenarios to support new hire planning, quota changes, and organizational restructuring
• Maintain clean, auditable compensation records and deliver timely payout calculations to Finance
• Act as the revenue operations point of contact for Finance, Clinical, Compliance, and Implementation teams on matters related to commercial data, reporting, and process governance
• Support pricing analysis, deal economics, and P&L inputs in partnership with senior leadership
• Identify and flag commercial process gaps across the organization and recommend solutions that improve efficiency at scale

Director, Revenue Operations

Bilingual

• Conduct outbound phone calls to check in on patients and address health concerns (expected call volume ranges from 70 to 90 calls per day)
• Handle inbound phone calls and route appropriately based on clinical urgency
• Route non-clinical inbound calls to the appropriate departments across the company
• Monitor and respond to Remote Patient Monitoring (RPM) alerts, escalating concerns when clinically indicated
• Collaborate with providers to coordinate timely and effective patient care
• Perform monthly wellness assessments and complete comprehensive chart reviews
• Accurately document all patient interactions in our clinical platform in real time
• Consistently meet or exceed individual and team performance metrics related to care quality, patient engagement, response times, and adherence to protocol standards
• Maintain compliance with company policies and applicable regulations
• Perform other duties as assigned

Bilingual LVN/LPN

DevOps Engineer

• Design, build, and own CI/CD pipelines for all new products and greenfield builds
• Define pipeline standards that support parallel release streams and implement merge-blocking gates that prevent new high-severity security findings from reaching production
• Design deployments for forward progression: feature flags, canary releases, and automated validation gates that make every release safe to ship without relying on rollback
• Manage GitOps workflows using ArgoCD or equivalent
• Automate vulnerability detection and remediation workflows at the pipeline level
• Generate and maintain SBOMs for all containerized workloads
• Maintain continuous audit evidence trails across all products
• Enforce secrets management, access controls, and HIPAA-compliant infrastructure configurations
• Architect and maintain the infrastructure that supports AI-assisted development
• Build and maintain the full observability stack

DevOps – Platform Lead

Project Manager

• Design and establish the Nsight Health PMO from the ground up.
• Build the Monday.com infrastructure that powers the PMO.
• Create reusable templates and playbooks.
• Own the active project portfolio across all Ciullo Inc. brands.
• Drive cross-functional coordination across brands and departments.
• Hold executives accountable to project commitments.
• Build and maintain a portfolio-level reporting cadence.
• Use AI tools to accelerate documentation, reporting, and communication.

Project Management Office Lead

Software Engineer

• Conduct regular 1:1s with team leads and engineers to track performance, surface blockers, and maintain alignment with engineering direction.
• Set and own the operational rhythm of the engineering organization: release cadence, cross-team coordination, and department-level planning cycles.
• Monitor KPIs at the department and individual level; hold teams accountable to delivery commitments.
• Model and amplify AI-assisted development across the org, embedding those practices into standard workflow.
• Anticipate and communicate engineering org needs to the CTO: forecast hiring demand, identify leveling gaps, surface onboarding friction, and flag cultural drift early.
• Collaborate closely with the Principal Engineer, Enterprise Architect, and Principal Data Architect to ensure technical direction translates into execution.
• Drive quality standards across every team in the R&D organization, improving consistency and coverage without halting feature delivery.
• Set the standard for CI/CD pipelines supporting parallel release streams; define quality benchmarks that enable active development alongside production validation.
• Establish and automate CVE detection and remediation workflows, maintaining continuous security posture under HiTrust R2 and SOC 2.

VP, Engineering

Human Resources

• Architect and execute a company-wide people strategy aligned to Ciullo’s multi-entity growth roadmap
• Deploy and expand AI-powered HR tools across recruiting, onboarding, performance management, and workforce analytics
• Build scalable, intelligent people processes that replace manual workflows with AI-assisted systems
• Lead organizational design across all portfolio companies
• Own recruiting strategy from executive hires to high-volume roles across all business units
• Build world-class onboarding and development programs that drive retention and time-to-productivity
• Create leadership pipelines and succession plans for every critical role across the portfolio
• Partner with business unit leaders on workforce plans and headcount models 6–12 months ahead
• Define, protect, and evolve Ciullo’s culture across a distributed, multi-company structure
• Design engagement strategies that drive belonging, accountability, and performance
• Lead DEI strategy with measurable outcomes — not performative programs
• Build a feedback culture powered by real-time data and AI-assisted sentiment tools
• Coach and advise the CEO and senior leadership team on organizational effectiveness and team dynamics
• Build and facilitate leadership development programs for directors and above
• Directly mentor the SVP of HR — expanding their executive presence and preparing them to operate at the CHRO level
• Cascade leadership development throughout the entire people function
• Design competitive, market-benchmarked compensation frameworks across all business units
• Oversee benefits strategy, vendor management, and total rewards philosophy
• Ensure HR compliance across all jurisdictions — employment law, labor regulations, and policy
• Partner with Finance on workforce budgeting, headcount planning, and people-cost optimization

Chief Human Resources Officer

Sales

• Lead Data-Driven Enrollment Operations: Use real-time performance dashboards, predictive dialer data, and automated QA reporting to identify gaps and drive rapid improvement — turning data into action before the day is over.
• Inspire and Develop Top Talent: Deliver high-energy coaching sessions grounded in performance data. Use call analytics, conversion trends, and quality scores to build targeted development plans that actually move the needle.
• Maximize Enrollment KPIs: Own utilization, dials, contact rate, conversion rate, and quality metrics — and relentlessly drive the team to hit and exceed targets. Know your numbers. Know your team. Win every day.
• Champion Technology Adoption on the Floor: Set the standard for how the team engages with Nsight’s operational tools — automated workflows, intelligent call routing, workforce management platforms, and QA systems — so every agent operates at their highest potential.
• Strategic Enrollment Execution: Analyze campaign data, lead pipeline composition, and outbound strategy performance to spot trends early and launch initiatives that lift connection and enrollment rates.
• Own Escalations: Handle prospective enrollee concerns with urgency, empathy, and precision — protecting the Nsight brand at every touchpoint.
• Champion Process Excellence: Identify workflow gaps, implement improvements, and streamline operations to optimize speed-to-enroll and elevate the patient experience.
• Optimize Remote Operations: Manage daily schedules, coverage, and productivity across a fully remote team, ensuring efficiency and accountability through smart use of workforce management tools.

Enrollment Sales Supervisor

Call Center Representative

• Directly supervise, coach, and hold accountable a team of retention agents across multiple campaign types including high risk retention
• Establish yourself as the first point of contact for your agents – questions, escalations, and concerns route through you, not around you
• Deliver structured coaching sessions and regular performance conversations with documentation
• Build a team culture where agents are clear on expectations, processes, and standards at all times
• Leverage AI-assisted tools for call monitoring, performance trending, and coaching prep to increase the quality and frequency of meaningful agent interactions
• Monitor daily activity across calls, queues, and campaign performance, and take action when things drift
• Handle escalated patient and agent issues efficiently without needing to escalate upward for routine problems
• Ensure strict adherence to QA standards, PI verification requirements, and Nsight policies on every call type – not just the ones being actively graded
• Partner with QA, WFM, and Contact Center leadership to stay ahead of process changes and communicate them clearly to your team
• Use AI conversation intelligence platforms to identify coaching opportunities, track script adherence trends, and flag compliance risks before they become infractions
• Own your team's KPIs: retention rates, call handling time, ACW, occupancy, and QA scores
• Identify performance gaps early and execute corrective action with or without being prompted
• Track trends and bring data to leadership conversations rather than waiting to be asked
• Use AI-generated insights and reporting to supplement your own observations and build a fuller picture of team performance
• Keep leadership informed proactively – not reactively
• Ensure your team understands policy changes before they go into effect, not after
• Maintain documentation on coaching, performance conversations, and any corrective actions taken
• Apply AI tools to streamline documentation, summarize call reviews, and support consistent record-keeping across your team

Contact Center Retention Supervisor

• Conduct outbound phone calls to check in on patients and address health concerns (expected call volume ranges from 70 to 90 calls per day)
• Handle inbound phone calls and route appropriately based on clinical urgency
• Route non-clinical inbound calls to the appropriate departments across the company
• Monitor and respond to Remote Patient Monitoring (RPM) alerts, escalating concerns when clinically indicated
• Collaborate with providers to coordinate timely and effective patient care
• Perform monthly wellness assessments and complete comprehensive chart reviews
• Accurately document all patient interactions in our clinical platform in real time
• Consistently meet or exceed individual and team performance metrics related to care quality, patient engagement, response times, and adherence to protocol standards
• Maintain compliance with company policies and applicable regulations
• Perform other duties as assigned
• AI Fluency Requirement – Non Negotiable

Clinical RPM LVN, Bilingual

Clinical LVN, Bilingual

• Conduct thorough assessment calls with patients to gather relevant information about their health status, concerns, and needs
• Identify and escalate patient needs, including refill requests, appointment scheduling, and connecting patients with community resources
• Develop comprehensive care plans based on patient assessments
• Perform Behavioral Health Integration (BHI) assessments to evaluate and address the mental health aspects of patient care
• Maintain compliance with company policies and applicable regulations
• Perform other duties as assigned
• AI Fluency Requirement – Non Negotiable

Clinical CCM LVN, Bilingual

• Support CCM nursing staff by completing monthly patient assessments and conducting Chronic Care Planning Assessment (CCPA) calls.
• Complete delegated clerical and administrative activities on behalf of nursing staff.
• Document patient interactions, assessments, and intake in the EHR.
• Maintain compliance with company policies and applicable regulations.
• Coordinate communication between patients, caregivers, nursing staff, and providers.
• Perform other duties, as assigned.

CCM Intake MA, Bilingual

• Own the full post-implementation relationship for a portfolio of strategic customers, serving as their primary point of contact and senior advocate within Nsight.
• Be accountable for retention outcomes across your assigned book of business—churn in your portfolio is your problem to prevent, detect early, and resolve.
• Maintain active visibility into the health of every account using data, engagement signals, and direct relationship intelligence to assess risk before it becomes a problem.
• Develop and execute account-level recovery plans for at-risk customers, escalating with precision and owning the resolution process from identification through close.
• Build trusted, strategic relationships with clinical, operational, and executive stakeholders across customer organizations while penetrating accounts broadly so Nsight has an expansive, multi-threaded presence.
• Lead and facilitate Quarterly Business Reviews with clinical and operational stakeholders, delivering data-backed narratives that demonstrate value and reinforce partnership.
• Serve as a consultative advisor, helping customers define success, evaluate impact, and grow their programs in alignment with Nsight's capabilities.
• Drive retention and expansion by consistently demonstrating value, aligning with customer strategic goals, and identifying new opportunities across service lines.
• Manage your portfolio by data, maintain accurate, current records across CRM and CS platforms, and use that data to drive decisions, not just report activity.
• Analyze account trends to identify systemic risks, engagement gaps, and growth opportunities across your portfolio.