Company Overview:

Role:

Key Responsibilities:

• Develop client success playbook: Define our approach to engaging clients, strategic partners, and their employees to maximize activation, upsell, and renewal.
• Manage client success: Serve as the primary point of contact for our clients and partners. Own client reporting, invoicing, and value tracking. Proactively identify risks and opportunities.
• Maximize employee activation: Collaborate with clients and strategic partners to design and deliver employee engagement campaigns that maximize enrollment.
• Measure and improve service quality: Define, track, and report on client success KPIs. Deliver internal and external quarterly reviews. Develop and execute strategies for improvement.
• Create and optimize processes: Design standard operating protocols for delivering high service quality at high efficiency. Continuously refine these processes as volume grows.
• Collaborate cross-functionally: Work closely with Operations, Product, and Enterprise teams to incorporate client feedback, inform roadmap decisions, and address service/solution issues.
• Guide strategic direction of client success: Shape team growth and our approach for scaling the function to meet increased market demand.

Qualifications/Skills:

• 8+ years in client success, account management, or similar client-facing role, preferably at a high-growth startups with a focus on employer benefits.
• Proven ability to manage client relationships, juggle multiple accounts, and maximize client activation, retention, and expansion.
• Exceptionally organized, detail-oriented, and clear in both verbal and written communication.
• Resourceful and proactive, with an owner’s mentality and a growth mindset.
• Excited by the opportunity to build a client success function from the ground up.

Nice-to-Have Skills and Experiences:

• Experience at an early-stage or fast-scaling company
• Experience in the healthcare industry
• Experience with a product sold to employers as an employee benefit
• Experience in diagnostics or preventative health

To be a strong fit, you embody our Core Values:

• Ruthless Prioritization:
  • We don’t let perfect get in the way of progress.
  • We move quickly to drive value, not perfection.
  • We prioritize what drives impact.
  • We never compromise on standards of excellence.

• Member-First, Always:
  • We design and deliver like we’re caring for someone we love.
  • We create clear, actionable, human experiences.
  • We prioritize responsiveness, peace of mind, and outcomes.
  • We empower members with truth, clarity, and care.

• One Team, Moving Fast:
  • We are aligned in purpose, prioritization, and speed.
  • We gather diverse perspectives to make informed decisions.
  • We clear paths for each other and move fast together.
  • We communicate clearly and respectfully, rallying around shared goals.

• Radical Ownership, Relentless Execution:
  • We don’t just ship—we own outcomes and drive results.
  • We act with urgency and precision.
  • We anticipate, initiate, and follow through.
  • We meet challenges with grit and pragmatism.
  • We embrace new tech to deliver better outcomes.

• Mission Over Ego:
  • We are ruthlessly aligned to our mission—and leave ego at the door.
  • We disagree and commit.
  • We don't tolerate politics or withholding information.
  • We operate with honesty, transparency, and respect.

• Sustained Integrity in Every Detail:
  • We earn trust by obsessing over accuracy, quality, and clarity in everything we do.
  • We prioritize clinical precision—data must be right.
  • We sweat the details because outcomes depend on them.

Why You'll Love Working With Us: