Data is Power

Graici empowers people by securely acquiring and organizing the information they need to make better decisions, access resources, and navigate life with confidence.

Because when people are empowered with their data, everyone wins.

Our commitment is to develop technology that centers on the person and empowers organizations to engage their customers and support their teams to the highest degrees of effectiveness and satisfaction.

Client Success Specialist

Graici  |  Full time employee  | Location: Cleveland, OH, hybrid

Hybrid schedule: 3–4 days per week on-site, with the remaining workdays from home. Candidates must be based in the Cleveland area or able to meet this weekly on-site commitment.

About Graici

The company is a technology startup with the purpose of powering inclusive prosperity. We’re

building a mobile-first, agentic AI platform that compiles people’s whole-life data and activates it

at their command to meet essential life needs like healthcare, employment, and education.

Our go-to-market focus is a critical need: helping eligible people maintain their Medicaid

coverage by handling time-sensitive renewal and redetermination tasks, keeping their data

current, and guiding them through required steps with minimal friction. The company is

marketed to health plans, healthcare providers, educational institutions, and governments.

The company’s patented platform evolved from years of research at a nonprofit venture impact

lab.

The Role

Graici is seeking a Client Success Specialist to help understand, document, and improve the operational environment of our healthcare and community-based partners.

This role will work closely with FQHC staff to understand how enrollment, renewal, and related administrative processes are performed today. The Client Success Specialist will document workflows, conduct work and time studies, identify operational barriers, and establish a baseline for the labor and cost associated with these processes.

The information gathered in this role will help Graici measure the value of its platform, identify opportunities to reduce manual work, support implementation, and understand the savings Graici can create for its partners.

This position sits within Customer Success, reports directly to the Director of Customer Success, and works closely with Product, Operations, Implementation, and partner teams.

What You’ll Own

Workflow analysis and documentation

• Observe and document current enrollment, renewal, and benefits-related workflows.
• Map processes, handoffs, systems, roles, dependencies, and decision points.
• Identify where work is delayed, duplicated, manually completed, or dependent on unclear ownership.
• Create clear workflow documentation that can be understood and used by internal teams and partners.
• Maintain current-state and future-state process documentation.
• Identify differences between documented procedures and how work is performed in practice.

Work studies and operational baselines

• Conduct time studies and work observations with FQHC staff.
• Measure the time and labor involved in enrollment, renewal, document collection, follow-up, and related tasks.
• Establish baselines for work volume, staff involvement, processing time, handoffs, and operational cost.
• Organize findings into clear reports that show how work is currently performed.
• Identify the activities that Graici may automate, reduce, support, or assume over time.
• Help define the operational metrics needed to measure partner outcomes and savings.

Partner coordination and implementation

• Serve as a day-to-day point of contact for assigned partner workflows and operational questions.
• Coordinate meetings, interviews, observations, follow-up, and documentation requests.
• Help partner teams understand Graici’s implementation process, tools, and expectations.
• Track open questions, dependencies, decisions, and next steps.
• Identify when partner work or internal work is delayed or blocked.
• Escalate issues with clear context, ownership, impact, and recommended next steps.
• Support the transition from current-state workflows to Graici-supported processes.

Reporting and analysis

• Prepare recurring operational reports, status updates, and implementation summaries.
• Track work volume, task completion, turnaround times, barriers, and outstanding items.
• Identify patterns across workflows, locations, teams, and partner experiences.
• Translate observations and data into clear findings and recommendations.
• Support business cases that demonstrate the labor and cost savings created by Graici.
• Organize information for partner reviews, internal planning, and future expansion.

Process and product improvement

• Share workflow findings with Product, Operations, and Customer Success.
• Identify opportunities to reduce manual work, rework, delays, and confusion.
• Help define product requirements based on observed partner needs.
• Support testing and refinement of Graici tools and workflows.
• Create repeatable operating procedures that can be used as Graici expands to additional partners and locations.

Who You Are

• You are a systems thinker who naturally looks for patterns, dependencies, gaps, and opportunities to improve how work gets done.
• You have experience documenting workflows, analyzing processes, conducting interviews or observations, or improving operational systems.
• You can turn complex conversations and messy real-world processes into clear documentation.
• You are comfortable asking detailed questions and respectfully challenging unclear or inconsistent processes.
• You can conduct time studies, organize findings, and communicate operational insights clearly.
• You are highly organized and able to manage multiple workstreams, deadlines, and stakeholders.
• You have strong written communication skills and can create documentation that other people can actually use.
• You are comfortable working directly with partner teams and internal stakeholders.
• You can work independently in an early-stage environment where processes are still being built.
• You are comfortable identifying what is known, what is unclear, and what still needs to be validated.
• You can use judgment when information is incomplete and know when to escalate an issue.
• You are interested in how technology can improve access to healthcare, benefits, and essential resources.

Experience with Medicaid, benefits, healthcare operations, enrollment, renewals, FQHCs, or public-sector workflows is welcome but is not required. Experience working with complex administrative or service-delivery processes is highly relevant.

Technology Skills

You should be comfortable using:

• Google Workspace, including Docs, Sheets, Gmail, and shared drives
• Spreadsheets and basic reporting tools
• Workflow mapping, documentation, or project management tools
• CRM, case management, or operational tracking systems
• Virtual meeting and communication platforms
• AI tools and AI-assisted workflows

You should be comfortable using AI to organize information, draft documentation, summarize findings, identify patterns, and support analysis. You are responsible for reviewing and validating AI-generated work before sharing it with partners or internal teams.

What Success Looks Like

• Current partner workflows are clearly documented and understood.
• Graici has reliable baseline information about work volume, staff time, handoffs, and operational cost.
• Time studies and work observations produce useful, organized findings.
• Process delays, duplication, unclear ownership, and manual work are identified early.
• Partner and internal teams have clear next steps and accountable owners.
• Reports help Graici measure operational improvement and potential savings.
• Product and Operations teams receive practical feedback grounded in real partner workflows.
• Graici has repeatable implementation and documentation practices that can support future partners.

Reporting and Collaboration

This is a cross-functional role within Customer Success. The Client Success Specialist reports directly to the Director of Customer Success and works closely with Product, Operations, Implementation, and partner teams.

This position is fully remote, with occasional travel to partner sites or other locations as needed.

Benefits

Stock options, healthcare, dental, vision, life insurance, long-term and short-term disability, unlimited PTO, remote work reimbursement.

Culture and Work Environment

The company is a fully virtual organization whose core values are accountability, innovation,

respect, and empowerment. Hallmarks of the company’s culture include collaboration, learning,

and well-being to deliver positive outcomes for the organization and its users.

Disclaimer

The above statements are intended to describe the general nature and level of work being

performed by people assigned to this position. They are not to be construed as an exhaustive or

all-inclusive list of responsibilities, duties, and skills required. From time to time, the Client Success Specialist may be assigned duties outside of normal responsibilities, as required.

EEO Statement

Graici is on a mission to bring equitable, effective engagement of all people to every

region of the country. As an equal-opportunity employer, we live our mission by ensuring that all

people experience being seen, heard, and belonging within our organization.

In recruiting for our team, we welcome the unique contributions that people can bring in terms of

their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of

origin, age, languages spoken, veteran’s status, color, religion, disability, sexual orientation, and

life experience.