Director, Client Success

What you'll do

• Own member engagement and the ROI it drives. Build the engagement engine that turns enrolled lives into deeply engaged ones, in close partnership with Product, which owns the in-product mechanics.
• Manufacture proof. Turn live clients into clean, honest, defensible outcomes data: the case studies and results that survive clinical and actuarial scrutiny and feed our enterprise narrative.
• Own the client relationship through onboarding, renewal, and expansion across our enterprise accounts.
• Own retention as the guardrail. Protect gross logo retention across our client base and build toward strong net revenue retention through renewal and expansion.
• Partner closely with Product and Operations. Develop deep product expertise, feed member and client insight back into the roadmap, and shape what we build next.
• Build the CS playbook and the foundation for a future team.

Who you are

• 7+ years in customer success, account management, or member engagement, with real ownership of a number, not just relationships.
• You have moved activation, engagement, retention, or utilization before and can show how. This is the core muscle.
• Comfortable with data and outcomes. You can build a credible outcomes story from messy real-world client data and know the difference between an honest result and an overclaim.
• Strong at the enterprise relationship: you can hold a renewal conversation with a benefits leader and earn trust.
• Healthcare, benefits, or member-engagement experience strongly preferred. You understand activating a member population, not just managing an account.
• Entrepreneurial, fast, hands-on, comfortable in ambiguity. You ship before things are perfect and you do the work yourself.
• Deeply collaborative with Product, Sales, and Marketing. You see engagement, outcomes, and the sales motion as one system.

What you'll own

• Member engagement: the share of enrolled members who complete the core journey and engage deeply. This is the primary number.
• Outcomes capture: defensible, documented outcomes data across the client base, built to a standard that holds up to clinical and actuarial review.
• Gross logo retention and net revenue retention: the guardrails that prove clients see the value and stay.

Company Philosophies

• We are all here to genuinely do our life’s best work
• Insanely high talent bar, never settling.
• We live to work as much as we work to live. But we sustainably espouse the superpower ethos of putting health first
• We aim to set the gold standard for team health culture on the planet - live the ethos!

Investors

• Forerunner (Top consumer healthcare VC in the world; early board members of Hims and Oura; Kirsten, founder of Forerunner, led our Series A)
• 8VC (leading health and bio investor)
• Evan Moore (Founder of Doordash; Partner at Khosla Ventures)
• Cyan Bannister (early investor into Uber and SpaceX, former partner at Founder’s Fund, regarded as one of the top angels in the world)
• Balaji Srinivasan (ex-Coinbase CTO and angel, ex-General Partner at a16z)
• Arielle Zuckerberg (active angel, tech leader, relatively famous brother)
• Cameron & Tyler Winklevoss
• Susa Ventures (tier 1 healthcare VC)
• Bond Capital (General Partner Jay Simons ' early-stage fund within Bond)
• Long Journey Ventures (investor in Uber, Notion, Loom, Affirm etc.)
• Influencers
• Shaan Puri (angel and podcast host of my first million)
• Brooke Monke (50 million followers across socials)
• Logan Paul
• Steve Aoki
• Justin Mares (founder of Truemed)
• Giannis Antetokounmpo
• Kylian Mbappé

We’re proud to be a global team and welcome talent from around the world. We offer visa sponsorship and can support relocation to the United States for the right candidates. Much of our team is international, and we’re committed to building a team of top-tier talent.