Modern Health

• Own and expand client-facing reporting to help our customers understand the clinical and business value of their investment in Modern Health • Build and maintain the data foundation that powers our analytics — including dbt models, metric definitions, and the pipelines that keep our data reliable • Support our clinical analytics workstreams, including outcomes reporting, ROI analyses, and compliance-related data work • Partner with stakeholders across Clinical Strategy, Customer Success, Finance, and RevOps to surface insights, build reliable reporting, and help the organization make better data-driven decisions

• Own the full design process for features, from problem framing and discovery wireframes, research, visual design, prototyping, and handoff • Partner closely with product managers to deeply understand problems, shape requirements, and co-develop solutions • Design user-centered, accessible experiences grounded in member needs and informed by research, data, and clinical context • Create clear, detailed design specs and flows that address edge cases, error states, and diverse user paths • Work directly with engineers to ensure design intent is implemented accurately and collaborate throughout the build • Contribute to our design system to maintain consistency and quality across the product • Participate actively in design critiques, give and receive feedback, and help raise the bar for the team • Partner with and be mentored by senior designers on the team, bringing your perspective while learning from their experience on larger strategic projects • Engage with user research, conducting interviews with users, synthesizing insights and translating them into actionable design decisions • Balance user needs with business and clinical constraints, navigating trade-offs thoughtfully and communicating decisions clearly to cross-functional partners

• Manage a portfolio of Enterprise Accounts, serving as the face of Modern Health for our highest-priority customers • Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants • Partner and support sales initiatives by representing the Customer Success role, organization and how we support and partner with customers • Conduct regular global account meetings to refine and align customer strategies • Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions • Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings • Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies • Serve as the primary contact for global product updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters • Maintain an understanding of diverse cultural nuances that influence client interactions worldwide • Provide local implementation support in conjunction with the US-based implementation team • Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs • Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers • Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success • Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks • Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion • Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health

Role Description Day to day, you’ll support our SMB customers through scalable channels while designing and refining automated and AI-assisted journeys that enable clients to self-serve, allowing them to obtain support and configure Modern Health without reliance on 1:1 support. As part of the SMB Client Management team, you’ll drive program adoption, retention, and growth by improving our pooled model infrastructure and collaborating with cross-functional partners to enhance self-serve experiences and bring customer insights back into the roadmap. Ideal candidates have prior experience in client management or operational roles, are comfortable working in tools like Zendesk, and enjoy using data and experimentation to improve automation and self-serve experiences. You are a proactive self-starter who can independently identify opportunities to reduce manual work, improve response quality and consistency, and scale our impact—while staying grounded in our mission to expand access to mental health care. This role reports into the Director of Client Management. This position is not eligible to be performed in Hawaii. What You’ll Do - Provide frontline client support via Zendesk: respond to client questions and requests, triage and escalate as needed, leverage and improve macros/knowledge base content, and surface patterns and insights to drive timely, accurate resolutions. - Partner closely with the Rev Ops Associate to maintain, monitor, and enhance automated client journey programs that enable clients to self-serve. - Monitor customer health using data-driven metrics to identify and escalate risk, and uncover opportunities within accounts. - Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and drive successful adoption of Modern Health. - Manage escalations and complex client needs with patience, professionalism, and clear communication. - Organize and lead client product demos for members to drive understanding and engagement. - Support the SMB Client Manager by preparing data, insights, and materials for client conversations and strategic reviews. Who You Are - 2+ years in a support agent or similar client support role at a technology or healthcare company. - East Coast based (Eastern Time). - Experience working with cross-functional groups and senior stakeholders across Client Success, Sales, Operations, Finance, Tech, Marketing, etc. - Excitement for building processes around new challenges: you enjoy problem-solving, have a keen attention to detail, and are motivated to drive ongoing team improvement. - Demonstrated ability to operate autonomously in a fast-paced environment, taking initiative with a strong sense of urgency. - Strong interpersonal, relationship-building, and listening skills. Bonus Qualifications - Experience using help desk software and remote support tools. - Previous HR, benefits or healthcare experience. Benefits - Medical / Dental / Vision / Disability / Life Insurance. - High Deductible Health Plan with Health Savings Account (HSA) option. - Flexible Spending Account (FSA). - Access to coaches and therapists through Modern Health's platform. - Generous Time Off. - Company-wide Collective Pause Days. - Parental Leave Policy. - Family Forming Benefit through Carrot. - Family Assistance Benefit through UrbanSitter. - Professional Development Stipend. - 401k. - Financial Planning Benefit through Origin. - Annual Wellness Stipend to use on items that promote your overall well being. - New Hire Stipend to help cover work-from-home setup costs. - ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more. - Monthly Cell Phone Reimbursement.

• Manage a portfolio of client accounts, serving as the face of Modern Health for our highest-priority customers • Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants • Partner and support sales initiatives by representing the Client Management role, organization and how we support and partner with customers • Conduct regular global account meetings to refine and align customer strategies • Partner with the Global Client Managers, if applicable, to ensure a consistent, cohesive approach across regions • Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings • Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies • Serve as the primary contact for global solution updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters • Maintain an understanding of diverse cultural nuances that influence client interactions worldwide • Provide local implementation support in conjunction with the US-based implementation team • Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs • Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers • Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success • Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks • Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion • Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health

• Own end-to-end member lifecycle strategy across awareness, activation, engagement, and re-engagement stages • Develop and evolve omni-channel member campaigns (email, push, SMS, in-app) grounded in behavioral science and audience segmentation • Build and optimize automated consumer journeys using modern CRM/marketing automation platforms (e.g., Customer.io, Braze, Iterable) • Leverage AI-powered tools to accelerate personalization, improve segmentation, and scale content production — and help your team build fluency in using these tools effectively • Define and track member engagement KPIs; use data to continuously test, learn, and improve campaign performance • Partner with product and clinical teams to translate new offerings into compelling member-facing campaigns • Recruit, develop, and retain a high-performing member marketing team; establish clear roles, operating rhythms, and a culture of accountability and growth • Apply behavioral science principles to reduce drop-off in enrollment funnels and sustain long-term program engagement • Support market expansion and new product launches with integrated member marketing strategies

• Lead and provide practical, business-focused advice on healthcare regulatory issues • Counsel product, clinical, and operations teams on how to design, build, and launch products and features • Manage and coordinate U.S. and international regulatory reviews for new offerings and market expansions • Monitor and analyze legislative, regulatory, and rule-making developments in digital health and healthcare delivery • Serve as legal advisor on privacy and data governance, focusing on healthcare privacy and global privacy frameworks • Partner with Engineering, Product, Security, Clinical, and Marketing to assess privacy and security risks • Draft, review, and negotiate privacy and data terms in vendor, customer, and partnership agreements • Develop and maintain privacy policies, procedures, FAQs, playbooks, and training materials • Draft and advise on legal frameworks governing the ethical and compliant use of data for artificial intelligence (AI) • Advise on the legal and regulatory implications of AI/ML usage in mental health and wellness products • Help support Modern Health’s regulatory and compliance frameworks • Assess and prioritize regulatory, privacy, and compliance risk areas • Act as a thought partner to senior leaders and cross-functional stakeholders • Collaborate closely with other members of the Legal and Compliance team

• Serve as the national point of contact for key brokerage and consulting partners, while owning relationships across Midwest consulting firms, engaging senior stakeholders, subject matter experts, and lead consultants. • Drive growth by generating qualified opportunities through consultant partners Develop and execute strategic plans across a defined set of firms to ensure consistent referrals and advocacy for Modern Health. • Partner closely with Account Executives and Client Management to activate relationships, influence opportunities, and support a seamless client and renewal experience. • Build and deepen relationships across the brokerage and consulting ecosystem, while collaborating cross-functionally with Growth, Product, Clinical Care, and Operations to align on strategy and execution. • Lead compelling presentations and strategic conversations that elevate how partners and employers think about mental health, positioning Modern Health as a differentiated market leader.

• Provide technical leadership on a new team prototyping and experimenting with new AI features • Productionize and ship AI integrations into Modern Health’s core product • Collaborate with cross-functional teams to deliver product features on time • Stay up-to-date with the latest AI technologies and trends

• Design, build, and maintain scalable data pipelines and ETL processes to enable reliable data integration and analytics • Architect and implement robust data storage solutions, including data warehouses, data lakes, and databases • Partner closely with AI engineers, data analysts, and other cross-functional stakeholders to understand data requirements and deliver solutions that meet business needs • Optimize and tune data systems to ensure high performance, reliability, and scalability • Ensure data quality, accuracy, and integrity through rigorous testing, validation, and monitoring • Establish, document, and enforce data governance standards and best practices • Stay current on emerging data technologies and industry trends, and evaluate their applicability to our data platform • Troubleshoot and resolve data-related issues efficiently to minimize disruption and maintain trust in our data systems