Customer Success & Deployment Manager (IoT / Healthcare)

Shyld AI builds physical AI agents for hospitals to improve operational efficiency, safety, and infection prevention. The Customer Success & Deployment Manager will be responsible for ensuring the success of deployments by coordinating installations and ensuring customers derive value from the systems. This role involves cross-functional collaboration across operations, customer success, and hardware/software deployment.

Responsibilities:

• Plan and coordinate device installations with hospitals and internal teams
• Manage part-time installers or local contractors
• Ensure site readiness (power, placement, access, connectivity)
• Execute and improve installation checklists and SOPs
• Validate successful deployments (hardware + dashboard + data)
• Serve as the primary point of contact during onboarding
• Train hospital staff on system usage and workflows
• Ensure customers are actively using Shyld after deployment
• Identify gaps in usage and proactively address them
• Collect feedback and surface insights to product and engineering teams
• Monitor deployed devices for uptime and issues
• Investigate and coordinate resolution of: connectivity issues, device downtime, misconfigurations
• Track recurring issues and escalate patterns
• Build and improve deployment and onboarding processes
• Create documentation, playbooks, and checklists
• Improve installation speed, quality, and reliability
• Support logistics, device readiness, and replacement workflows