Responsibilities

• Full Lifecycle ownership: Own transactional, marketing, and lifecycle communications across our direct-to-consumer audiences (patients and caregivers) and B2B partners (e.g., service coordinators and home health aides). Own campaign strategy and design end to end across channels, creating a cohesive experience across every touchpoint.
• Messaging & copy : Own the messaging and copy across lifecycle, transactional, educational, and marketing communications. Translate complex healthcare and operational information into clear, compelling, human communication that drives action while building trust with patients and partners.
• Revenue & retention: Design, build, and optimize journeys across the funnel - activation, conversion, engagement, re-engagement, and churn prevention - with conversion and retention as your primary KPIs.
• Performance & experimentation: Own the performance of our lifecycle programs and campaigns. Define success metrics, build testing roadmaps, run A/B tests across messaging, audience, channel, cadence, and timing, and analyze results to understand what drives behavior. Turn those insights into clear recommendations that continuously improve our communications strategy and broader patient journey.
• Patient experience: Own transactional communications - from appointment reminders and missing-information outreach to order confirmations and shipping updates- as a core part of the patient experience. Identify opportunities for proactive communication to reduce friction, increase completion, and prevent avoidable support needs.
• Communications Infrastructure: Own the tools and infrastructure powering patient and partner communications, including Customer.io , Twilio, Intercom, voice AI, and HubSpot. Identify gaps in the stack and drive improvements that make our communications more reliable, scalable, effective, and cohesive.
• Systems & cross-functional partnership: Own the strategy and requirements for the data, events, segmentation, and integrations that power our communications ecosystem. Manage and partner closely with the technical resources responsible for implementation, while working cross-functionally with Product and Engineering to ensure our lifecycle infrastructure supports the experiences we want to build.
• Building the function: Help define what belongs in proactive education versus reactive support, and lay the groundwork to hire and manage a team as this function scales.

Requirements

• 5+ years in lifecycle, CRM, or retention marketing, ideally at a healthtech, DTC health, or other regulated consumer company
• Hands-on ESP experience — Customer.io strongly preferred; Iterable, Braze, or similar is a fine substitute
• Experience with SMS/voice channels (Twilio or similar) and support/messaging platforms (Intercom or similar)
• Track record of owning conversion and/or retention metrics directly, not just engagement metrics
• Comfortable partnering with ops-oriented, non-marketing stakeholders (EX: patient experience & product)
• Strong analytical and experimentation instincts - experience defining campaign KPIs, designing experiments, analyzing lifecycle and funnel performance, and translating quantitative and qualitative signals into actionable insights
• Familiarity with healthcare-adjacent constraints (PHI, HIPAA-safe messaging practices) is a plus
• Excitement around joining an early-stage, high-growth and high-impact organization that’s building something transformative

Benefits

• Flexible hybrid work environment
• Unlimited PTO + company holidays
• Full medical, dental, and vision coverage
• Direct mentorship and growth opportunities
• Opportunity to help shape and scale operations at a fast-growing healthcare startup