Manager, Member Success

Hiring Manager: Head of Member Experience

Job Title: Manager, Member Success

Job Type: W2 with Accelerator

Location: Remote

Who We Are

Join our team and help transform lives by delivering life-changing treatments and exceptional care. We offer a collaborative environment with competitive compensation, professional growth opportunities, and a mission-driven focus on maximizing value for both our business and customers. With a goal-centric culture that encourages risk-taking, self-empowerment, and transparency, you'll thrive in a fast-paced setting where making an impact is key.

Our Mission

We are on a mission to tackle America's metabolic health crisis by educating the public on its challenges and offering safe, science-backed treatments. With over 80 million Americans affected and $600 billion in annual medical costs attributed to metabolic disorders, we provide accessible solutions that empower people to improve their health and maintain lasting results. Our goal is simple: transform lives through education and effective, outcomes-driven care.

About the Role

At Eden Health, were on a mission to improve Americas metabolic health by providing accessible, science-backed treatments that meet our customers' unique needs. As the Manager, Member Success, youll be instrumental in driving our growth by overseeing customer acquisition, onboarding, retention, and loyalty programs. Youll collaborate closely with marketing, product, and sales teams to align strategies that maximize customer value and business impact. This is a fast-paced role where youll take 10X bets on yourself to push boundaries, constantly innovate, and contribute to Edens exponential growth.

Your Responsibilities

• Retention & Loyalty Programs
  • Launch Innovative Loyalty Initiatives: Go beyond standard loyalty programs by introducing personalized, dynamic loyalty tiers that cater to customer preferences and reward long-term engagement with exclusive benefits (e.g., early access to products or health insights).
  • Predictive Customer Health Monitoring: Use predictive analytics and AI to identify at-risk customers before they show signs of disengagement. Build preemptive, highly personalized retention campaigns based on customer behavior triggers (e.g., reduced usage or churn likelihood).
  • Re-engagement Campaigns with Precision: Partner with the marketing team to design multi-channel re-engagement strategies with laser precision using segmentation and behavioral data to deliver highly tailored content that resonates emotionally with the customer, increasing their likelihood of returning.
• Activation & Onboarding
  • Automated, Gamified Onboarding Experiences: Create an onboarding experience thats not only seamless but also fun and engaging by incorporating gamification techniques (e.g., milestone-based rewards, and personalized pathways). Automate educational touchpoints via interactive tutorials and virtual product tours.
  • Data-Driven Onboarding Customization: Utilize data from initial customer interactions to tailor the onboarding experience in real-time, delivering educational resources and support that cater to individual customer needs and preferences.
  • Cross-Functional Onboarding Excellence: Lead a cross-functional task force to continually optimize onboarding processes, integrating real-time customer feedback and reducing any points of friction to near zero.
• Customer Engagement
  • Personalization at Scale: Implement AI tools to deliver hyper-personalized, real-time customer interactions. Develop automated campaigns that adapt based on customer behavior, optimizing engagement touchpoints (email, SMS, in-app messages) in real-time.
  • Innovative Engagement Channels: Experiment with new communication channels such as voice assistants, personalized chatbots, or video messaging to deepen customer relationships. Create opportunities for customers to engage more organically with the brand through interactive experiences.
  • Real-Time Feedback Loops: Establish real-time feedback mechanisms (e.g., surveys, live chat) to continuously gauge customer sentiment and adjust engagement strategies on the fly.
• Monetization Strategies
  • Advanced Data Segmentation for Upsell/Cross-Sell: Use AI-powered segmentation tools to analyze customer buying behavior, predict future needs, and deliver upsell and cross-sell opportunities that feel timely and relevant. Develop dynamic pricing strategies that evolve based on customer history.
  • Subscription or Value-Based Upselling: Move beyond traditional one-time sales by creating recurring revenue models (subscription services or premium offerings). Craft tiered pricing models based on customer usage, ensuring long-term revenue growth.
  • Collaborate on Product Monetization: Partner closely with product teams to identify new feature releases that can be tied to monetization campaigns, enhancing the perceived value of upgrades and new services.
• Data & Performance Analytics
  • Proactive, Predictive Analytics: Use advanced machine learning algorithms to forecast acquisition, retention, and monetization trends, and make proactive decisions to capitalize on opportunities or mitigate risks. Identify early indicators of success or churn that allow for rapid adjustments to strategy.
  • A/B Test Bold New Approaches: Constantly test new sales, retention, and engagement strategies at a much larger scale. Run simultaneous A/B tests on creative approaches, analyzing which radical ideas drive the biggest gains.
  • Continuous Improvement & Learning: Create a culture of continuous learning by establishing weekly review sessions where data is deeply analyzed to uncover new insights. Develop and share best practices with leadership to refine the companys overall approach.
• Leadership and Innovation
  • To truly 10X the role, this employee would need to act as a key innovator and thought leader within Eden Health. By constantly challenging existing processes, driving collaborative efforts, and embracing risk, they could unlock exponential growth not only in their own performance but in the companys overall customer acquisition and retention strategies.
• Other duties as assigned

What You Bring to Eden (Traditional Qualifications/Requirements)

• Proven experience in customer acquisition, retention, and lifecycle marketing, preferably in telehealth, healthcare, or DTC industries.
• Strong inside sales background with a record of driving lead generation, conversion, and customer acquisition.
• Expertise in retention, loyalty, and engagement strategies to maximize customer lifetime value.
• Data-driven mindset with a focus on using analytics to inform decisions and refine strategies.
• Excellent communication and collaboration skills, with the ability to work cross-functionally.
• Ability to thrive in a fast-paced, goal-centric startup environment.
• Experience with CRM and marketing automation tools (e.g., HubSpot, Salesforce) preferred.
• A background in telehealth or digital health industries is preferred.
• Experience managing complex customer journeys and leading cross-functional teams, preferred.