Description

You will build and formalize customer success workflows across the full member lifecycle, translating high-touch service into scalable systems. You'll balance hands-on execution with strategic planning to design the future-state customer success model and shape how Customer Experience operates as the company scales.

Requirements

• 4-6 years in Customer Success, CX, or Service Operations
• Bachelor’s degree or equivalent practical experience
• Experience in high-touch service-driven environment (healthcare, wellness, hospitality, tech-enabled services)
• Proven ability to synthesize member feedback into actionable insights
• Comfortable in fast-paced healthcare technology startup environment

Responsibilities

• Build and formalize customer success workflows across the member lifecycle (onboarding, engagement, issue resolution)
• Translate processes into SOPs, playbooks, and a centralized knowledge base
• Partner with cross-functional teams for seamless in-clinic and digital member experience
• Own customer success performance metrics (response times, resolution quality, member satisfaction)
• Support member inquiries directly, evolving into primary escalation point for complex issues