The Company

Our client is redefining how people understand and manage their health. They’re building a continuous health intelligence platform that brings together advanced biomarker science, real-time monitoring, and personalized insights to help people detect risks earlier, make smarter daily decisions, and feel at their best long before traditional healthcare would intervene.

The company was founded on a simple belief: people deserve to know what’s happening inside their bodies, not once a year at a doctor’s visit, but every single day. The founders came from the worlds of healthcare, AI, and consumer tech, each frustrated by how reactive and opaque the current system is and determined to build something better. They began as a response to that gap: a way to give individuals clarity, control, and the tools to act before small issues become big problems.

They're now at an inflection point; scaling a category-defining product, building a world-class commercial team, and shaping the future of proactive health. It’s meaningful work, fast-paced work, and the kind of opportunity that attracts people who want to build something truly game-changing.

The Role

This is the founding Client Success role. It is not a relationship-management seat, but could grow into that quickly over time. It is the person who owns whether members engage, whether clients renew, and whether we can prove what we deliver.

The hard part of this job is not running QBRs. It is being a revenue and ROI architect. You own the number that defines our impact: how deeply member populations actually engage, and the outcomes that engagement produces. That number drives client value, renewals, and expansion, and it is the source of the proof that wins our next deals and earns credibility with sophisticated buyers. If you can move engagement and produce defensible outcomes, everything downstream gets easier.

You are the first dedicated CS hire, a founding owner, with the ability go grow and shape the team, processes and playbooks. You set the strategy and you do the work: onboarding clients, building the engagement engine, sitting with members and data, shipping the playbook.

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.