Member Growth – Client Success Manager

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November 20

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Gaia

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Healthcare Insurance • Finance • Wellness

Gaia is a company that offers financial solutions specifically tailored for individuals undergoing fertility treatments such as IVF. They provide a flexible payment plan where clients start with a protection fee, and Gaia covers all subsequent treatment costs. Clients only repay for the cycles completed once they have a child. The company emphasizes emotional and personal support, offering members services like counseling and access to a community of experts and other members, alongside their financial plans. Gaia aims to alleviate both the financial burden and the emotional stress of IVF procedures.

11 - 50 employees

⚕️ Healthcare Insurance

💸 Finance

🧘 Wellness

💰 $20M Series A on 2022-02

📋 Description

• Serve as the primary point of contact for Gaia members seeking guidance through fertility, preservation, IUI, IVF, pregnancy, surrogacy, adoption, and other family-building journeys. • Provide day-to-day support via phone, email, SMS, and in-platform chat. • Help members understand and maximize their Gaia benefit — what’s included, when to use it, and how to navigate next steps. • Match members to the right providers within Gaia’s vetted fertility and family-building network. • Schedule appointments and coordinate care paths when appropriate. • Educate members on the Gaia Plan and support conversion when members are ready to pursue treatment with Gaia. • Track member progress, identify barriers, and proactively offer resources and care coordination. • Own preparation and delivery of quarterly and annual business reviews for employer clients, including program success metrics, trend analyses, and personalized recommendations to evolve their Gaia benefit. • Serve as a first line of communication for employer HR teams, ensuring timely responses and crisp updates. • Proactively identify at-risk accounts and escalation patterns and partner with leadership to address them. • Gather qualitative and quantitative feedback to improve employer and member experiences. • Monitor engagement, utilization, and outcomes trends across client populations. • Surface key voice-of-member insights to product, clinical, and operations teams. • Collaborate with employer growth on storytelling, reporting, and member engagement strategies. • Participate in testing new features or initiatives, representing the member’s perspective.

🎯 Requirements

• Bachelor’s degree or equivalent professional experience in healthcare, counseling, client success, or a related field. • Deeply empathetic communicator who is energized by supporting individuals through sensitive, emotional, or high-stakes journeys. • Exceptional clarity in written and verbal communication, with an ability to translate complex information simply. • Comfortable handling a high volume of member conversations with warmth and efficiency. • Experience in healthcare navigation, fertility support, benefits navigation, care coordination, or client success preferred. • Comfortable presenting to HR leaders and executives during business reviews. • Strong analytical skills with the ability to synthesize trends and produce insights. • Thrives in a startup environment: resourceful, adaptable, and proactive. • Passionate about fertility, women’s health, and empowering people to build their families with confidence.

🏖️ Benefits

• healthcare • fertility support • 401k match • other benefits