Director, Client Success

Superpower; San Francisco (CA); Sur place; USD 100 000 - 140 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Equity options

Fast decision-making environment

Work with experienced ex-founders

Résumé du poste

Superpower is seeking a Founding Client Success hire to enhance member engagement and prove company impact. In this role, you will own the member engagement strategy, develop the CS playbook, and ensure both client retention and expansion.

You will work closely with Product and Operations, using data to determine effective outcomes while collaborating with a team of driven ex-founders. This position offers the chance to make a significant impact in shaping proactive health solutions.

Qualifications

• 7+ years in customer success, account management, or member engagement.
• Experience in moving activation, engagement, retention, or utilization.
• Comfortable with data and able to build outcomes stories.
• Strong with enterprise relationships, particularly with benefits leaders.
• Experience in healthcare or member engagement preferred.
• Collaborative with Product, Sales, and Marketing teams.

Responsabilités

• Own member engagement and the ROI it drives.
• Manufacture proof with defensible outcomes data.
• Manage client relationships through onboarding and renewal.
• Protect gross logo retention and drive net revenue retention.
• Partner with Product and Operations for product expertise.
• Build the CS playbook for a future team.

Connaissances

Customer success

Account management

Member engagement

Data analysis

Dynamics with benefits leaders

Entrepreneurial mindset

Collaboration

Description du poste

Superpower is building a new personalized health system aimed to enhance human life: powered by comprehensive biomarker and diagnostic testing, personalized insights, action plans, and a clinical care team, delivered as a population health and wellbeing benefit.

This is the founding Client Success role. It is not a relationship-management seat. It is the person who owns whether members engage, whether clients renew, and whether we can prove what we deliver.

The hard part of this job is not running QBRs. It is being a revenue and ROI architect. You own the number that defines our impact: how deeply member populations actually engage, and the outcomes that engagement produces. That number drives client value, renewals, and expansion, and it is the source of the proof that wins our next deals and earns credibility with sophisticated buyers. If you can move engagement and produce defensible outcomes, everything downstream gets easier.

You are the first dedicated CS hire, a founding owner, not a manager. You set the strategy and you do the work: onboarding clients, building the engagement engine, sitting with members and data, shipping the playbook.

What you’ll do

• Own member engagement and the ROI it drives. Build the engagement engine that turns enrolled lives into deeply engaged ones, in close partnership with Product, which owns the in-product mechanics.
• Manufacture proof. Turn live clients into clean, honest, defensible outcomes data: the case studies and results that survive clinical and actuarial scrutiny and feed our enterprise narrative.
• Own the client relationship through onboarding, renewal, and expansion across our enterprise accounts.
• Own retention as the guardrail. Protect gross logo retention across our client base and build toward strong net revenue retention through renewal and expansion.
• Partner closely with Product and Operations. Develop deep product expertise, feed member and client insight back into the roadmap, and shape what we build next.
• Build the CS playbook and the foundation for a future team.

Who you’re

• 7+ years in customer success, account management, or member engagement, with real ownership of a number, not just relationships.
• You have moved activation, engagement, retention, or utilization before and can show how. This is the core muscle.
• Comfortable with data and outcomes. You can build a credible outcomes story from messy real‑world client data and know the difference between an honest result and an overclaim.
• Strong at the enterprise relationship: you can hold a renewal conversation with a benefits leader and earn trust.
• Healthcare, benefits, or member‑engagement experience strongly preferred. You understand activating a member population, not just managing an account.
• Entrepreneurial, fast, hands‑on, comfortable in ambiguity. You ship before things are perfect and you do the work yourself.
• Deeply collaborative with Product, Sales, and Marketing. You see engagement, outcomes, and the sales motion as one system.

What you’ll own

• Member engagement: the share of enrolled members who complete the core journey and engage deeply. This is the primary number.
• Outcomes capture: defensible, documented outcomes data across the client base, built to a standard that holds up to clinical and actuarial review.
• Gross logo retention and net revenue retention: the guardrails that prove clients see the value and stay.

Why join Superpower

• The founding Client Success hire. You define how we engage members and prove our impact.
• A category-defining problem: making proactive, preventive health real for member populations and provable to the market.
• A team of ex‑founders, YC alumni, and mission‑driven builders operating at the edge of speed and ambition. Few titles, real ownership, fast decisions.
• Competitive salary and equity in a company scaling toward generational impact.