Member Success Manager

Company Description:

Shed is a leading telehealth provider committed to helping individuals achieve their weight loss and health goals. We prioritize personalized, high-quality care and exceptional member support throughout their journey.

About The Role:

We are looking for a Member Success Manager to serve as the dedicated point of contact for assigned ShedRx members. In this role, you will handle customer support needs, account-related inquiries, and proactively engage with members to ensure a seamless experience. You will provide support through phone calls, SMS, and email, with success measured by maintaining a positive Customer Satisfaction Score (CSAT).

What You’ll Do:

• Serve as the main contact for an assigned group of Shed members, ensuring exceptional service.
• Provide support through phone calls, SMS, and email, addressing customer needs promptly and effectively.
• Assist with account-related questions, billing inquiries, and program guidance.
• Proactively engage with members to enhance retention and satisfaction.
• Collaborate with internal teams to resolve member concerns efficiently.
• Educate members on program benefits, best practices, and available resources.
• Maintain high customer satisfaction, with success measured by positive CSAT scores.

What We are Looking For:

• 2+ years of experience in customer success, account management, or a similar role.
• Strong communication and problem-solving skills.
• A proactive, empathetic approach to member interactions.
• Ability to manage multiple conversations across phone, SMS, and email.
• Experience in telehealth, healthcare, or wellness is a plus.
• Ability to work 9:00-5:00 pm MT Monday through Friday.

If you're passionate about delivering outstanding customer support and making a meaningful impact, we’d love to hear from you!