Customer Success Specialist (Within Thrive)

Thrive Health is a digital health company with a mission to help clients flourish and seize control over their health long term with personalized nutrition counseling. 

Being healthy in the US is challenging given the lack of access to high quality, healthy food as well as the misinformation that persists around what is good for someone and for their body. 

Not only is 80% of our food supply processed, but we've also been bombarded with marketing dollars to believe diets are the only way out. In short, the deck has been stacked against most Americans when it comes to living a healthy life.

That's where Thrive comes in. We believe in enabling access to high quality, personalized, nutrition expertise. We partner with world class registered dietitians to support our clients in making sustainable life changes, developing strong nutritional habits, and helping them take control over their own health.

As the Customer Success Specialist you will own ensuring our members have an amazing experience with Thrive and are set up for success to create lasting change in their lives. Specifically, you will build relationships, set expectations, and ensure members successfully integrate nutrition care into their routine. Your role will be to oversee their progress and ensure they reach key milestones, encourage engagement, provide support when they deviate from their care plans, and help them stick with nutrition coaching with flexible membership options to fit their lifestyle. You'll collaborate closely with our Clinical Operations, Sales, and Growth teams to create a cohesive member experience. Reporting directly to the CEO you will be the first team member on the Member Care Team to build this area of the company.

What You'll Do

• Help members with their onboarding experience and with having a successful first appointment with their dietitian.
• Help members learn how to get the most of their membership with Thrive Health.
• Assist members with navigating insurance coverage for Top Nutrition Coaching services
• Assist members with scheduling and navigating the member portal, troubleshooting as necessary.
• Serve as a trusted advocate for our members. You are the link between the member and the dietitian.
• Proactively connect with members who have expressed an intention to cancel their subscriptions, and make an effort to reactivate by understanding motivation and objections.
• Demonstrate the ability to think on your feet and de-escalate member situations.
• Stay in touch with members throughout their health journey through regular and codified check-ins via messaging and phone calls.
• Provide personalized outreach to encourage member satisfaction, retention, and renewal.
• You will provide supplementary communications between RD appointments.
• You will identify leading indicators of churn behavior.
• You will provide a feedback loop between the member, dietitian, sales, and growth teams.
• You will support retention initiatives provided by the growth team or retention manager.
• You will regularly report on recurring check-in metrics and optimize for member satisfaction and LTV.
• You will offer insights and ideas to improve member satisfaction (NPS), retention rates, and lifetime value through additional and adjacent products and services. 

Who You Are

• You thrive in a high-velocity, outcome-oriented environment where growth is in our company-wide DNA.
• You are entrepreneurial, a natural self-starter, and relentlessly resourceful.
• You're empathetic with a customer-service approach that ensures your members feel heard and cared for.
• You're passionate about helping others and empowering them to navigate complex healthcare systems
• You are detail oriented and have excellent organizational skills - nothing falls through the cracks
• You're proactive, autonomous, and committed to excellence in your work.
• You can make complicated things simple and foster an environment of rapid execution, learning, and fun.
• You are curious and always look to keep learning.
• You are genuine and bring an enthusiastic, professional demeanor. We have a very strict no-jerk policy and do not tolerate intellectual arrogance.

What You'll Bring

• At least 2 years of experience in customer service or Customer Success in a startup environment
• Experience de-escalating situations with clients who are having an issue
• Experience identifying and solving problems proactively. Has taken initiative to build out programs and take on more ownership
• Experience with consultative selling when needed
• Experience in Google Workspace tools (Sheets, Docs, Gmail, Calendar)
• Excellent verbal and written English communication skills and great interpersonal skills to build relationships during outreach activities

We are fully remote - you can work wherever you're most productive. This role is full-time and will need to overlap with US EST for the majority of the workday. There will likely be occasional travel for in-person strategy sessions with the leadership team and other key stakeholders.

Our compensation packages are designed to make this your dream job for both the short and long term. Each compensation package includes base salary, equity, and unlimited PTO.