Sr. Customer Success Manager

Job description

**About Truemed** Our mission is to reverse chronic illness back to 1970s levels and make Americans healthy again. We will do this by shifting hundreds of billions of dollars away from our current broken healthcare system, and towards effective lifestyle interventions and prevention. Today's healthcare system spends less than 3% of the $4.3T in annual spending on prevention. This has to change. Today, 95% of all medical costs go to treating illness. Our goal is to empower people to invest in healthy habits today rather than treating illness in the future. We do this by supporting these 5 habits that research shows are tied to significantly improved health outcomes: 1. Eating healthy food 2. Getting an adequate quantity and quality of sleep 3. Increasing movement and exercise and reducing sedentary behavior 4. Reducing chronic stress 5. Increasing sunlight and minimizing environmental toxins Truemed enables patients to use pretax HSA/FSA funds to buy healthy food, exercise equipment, and supplements. We support brands like Peloton, Eight Sleep, Momentous, and hundreds of others. We're building the infrastructure that allows health and wellness merchants to accept the $150+ billion tied up in HSA and FSA accounts. By allowing consumers to spend these pre-tax dollars on goods that make them healthier, we'll incentivize consumers to invest in their health and begin to reverse the explosion in chronic illness that's plagued the US for the last 50 years. **Why This Role Matters** • Truemed partners with marquee health brands — including Peloton, ARMRA, and Sleep Number — to unlock HSA and FSA spending for their customers. This role ensures those partnerships are not just launched, but built for long-term growth. • The intersection of health, fintech, and consumer behavior is where Truemed operates. This role sits at the center of it, turning merchant relationships into measurable health and business impact. • Today's healthcare system spends less than 3% of $4.3 trillion annually on prevention. By helping merchants activate and grow on the Truemed platform, this role directly contributes to shifting that balance. **About the Role** • This role owns the full merchant lifecycle — from technical onboarding and marketing activation through sustained revenue growth — for Truemed's highest-impact brand partners. • Working closely with the growth marketing team, you develop co-marketing initiatives that drive customer awareness and adoption of HSA/FSA payment options, design data-driven campaigns that increase transaction volume, and continuously analyze performance to surface optimization opportunities. • You serve as a strategic advisor and primary relationship owner for a portfolio of high-priority accounts, balancing growth strategy, marketing execution, and operational delivery simultaneously. **What You'll Do** • Lead end-to-end Truemed implementation for high-impact merchant partners, ensuring seamless technical integration and marketing activation from day one. • Collaborate with the growth marketing team to design and launch campaigns that maximize merchant awareness, customer adoption, and ongoing engagement. • Provide white-glove service to key merchant partners — educating them on best practices, gathering product and marketing feedback, and deepening trust-based relationships over time. • Identify and execute creative, revenue-generating opportunities across the merchant portfolio. • Manage multiple high-priority accounts simultaneously, balancing strategic growth initiatives with day-to-day operational execution. • Analyze merchant performance data continuously to identify trends, surface opportunities, and drive measurable improvements in transaction volume and ROI. • Act as a cross-functional connector, aligning internal teams — including product, marketing, and operations — around each merchant's success. **What Success Looks Like** • New merchants are onboarded efficiently and positioned for strong long-term performance, with technical and marketing activation completed seamlessly. • Merchant partners are deeply engaged — regularly leveraging Truemed's capabilities, acting on best-practice guidance, and achieving measurable growth in HSA/FSA transaction volume and ROI. • Revenue grows across the portfolio through proactive identification and execution of high-impact opportunities, with each merchant treated as a long-term strategic partner. **Who You Are** • Mission-driven: You are passionate about putting metabolic habits at the center of health and motivated by Truemed's goal of reversing chronic illness. • Intellectually curious: You learn quickly, absorb new information readily, and understand your own strengths and limitations — knowing when to act independently and when to ask for help. • A critical thinker: You thrive in ambiguity, orient quickly to objectives, and never accept "because I was told to" as a sufficient reason to do something that doesn't make sense. • Proactive: You act without being asked, bring new ideas to the table, and create opportunities rather than wait for them. • Adaptable: You stay focused on the mission rather than being right, respond constructively to setbacks and feedback, and adjust quickly when priorities shift — without dwelling on sunk costs. • Open to feedback: You receive criticism calmly with a continuous-improvement mindset, and you give feedback candidly in service of the right outcome for the mission. • A clear communicator: You write and speak with clarity and persuasion. • AI-forward: You are comfortable and energized by AI's potential to drive scale and efficiency in account management. • Hungry: You take ownership of outcomes, work hard, and are excited to have a direct impact on company growth. **Qualifications** • Demonstrated history of successful execution is strongly preferred; no strict education or experience requirements. • Backgrounds that translate well include early-stage startup executives, business development professionals, sales operations leaders, consultants, and individuals with finance experience. • Proven ability to work cross-functionally and communicate effectively with both internal teams and external partners. • Strong analytical skills and comfort with data-driven decision-making. • Ability to manage multiple projects simultaneously and perform well in a fast-paced environment. • Experience in growth marketing, partner success, or strategic account management is a plus. • Familiarity with the health, wellness, or fintech industries is highly valued. • Exhibits autonomy and maturity, with a strong drive to create the best possible merchant experience in health and wellness. • Adaptable and resourceful, with a willingness to learn quickly and solve problems creatively. **Compensation and 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 **Location** • Los Angeles preferred / SF / Austin // Hybrid