Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Customer Success Manager
Manages portfolio of health and wellness merchant partners through onboarding, activation, co-marketing, performance analysis, and optimization to drive HSA/FSA transaction volume and retention. Requires 3-4+ years in CS/account management, analytical skills, and cross-functional collaboration.
Los Angeles, CASan Francisco, CAAustin, TXCustomer SuccessHybrid3+ YOE
About the role
Responsibilities
- Own a portfolio of Truemed merchant partners across health and wellness verticals, managing the full lifecycle from onboarding through ongoing optimization.
- Serve as the primary point of contact for merchants, building strong relationships with key stakeholders and providing responsive, high-quality support.
- Partner with growth marketing team to develop and execute co-marketing initiatives that drive consumer awareness and HSA/FSA adoption.
- Analyze merchant performance data (transaction volume, conversion rates, campaign results) to identify optimization opportunities and build data-driven growth plans.
- Proactively monitor merchant health, identify risks, and develop action plans to improve engagement and retention.
- Manage multiple merchant accounts, staying organized across onboarding timelines, campaign launches, and check-ins.
- Collaborate cross-functionally with Sales, Product, Solutions Engineering, and Growth to resolve issues and surface product feedback.
- Identify expansion opportunities within portfolio.
- Contribute to scalable CS processes, playbooks, and templates.
Requirements
- 3-4+ years of experience in Customer Success, Account Management (ideally in e-commerce, DTC, marketplace, or SaaS).
- Experience managing a portfolio of merchant or brand partner accounts through activation and ongoing engagement.
- Strong analytical skills; comfortable with performance data, spreadsheets, and reporting tools.
- Excellent written and verbal communication skills.
- Demonstrated ability to manage multiple accounts and competing priorities.
- Strong organizational skills.
- Experience working cross-functionally with Sales, Marketing, Product, or Engineering teams.
- Track record of building strong partner or client relationships that drive retention and growth.
Nice to Haves
- Experience in health and wellness, fitness, nutrition, or supplement verticals.
- Background in fintech, healthtech, or regulated/compliance-driven workflows (HSA/FSA experience a plus).
- Familiarity with e-commerce platforms (Shopify) and payment infrastructure.
- Experience with CRM tools (HubSpot) and analytics platforms (Omni, Looker, Tableau).
- Experience supporting or executing co-marketing campaigns with partners.
Compensation & Benefits
- Comp and equity in the top decile for Series A startups.
- Comprehensive medical, dental, and vision insurance with employer sponsored HSA contributions.
- 401(k).
- Unlimited PTO.
- Coworking stipend.
- L&D Stipend.
- 2x/year company offsites and 2x/year team offsite.
Skills
HubSpotShopifyGoogle AnalyticsLookerTableauOmnivoreHsa/FsaE-Commerce PlatformsCRMAnalytics Platforms
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