Role Description WellTheory is looking for a passionate, results-driven Senior Client Success Manager to build and nurture long-term partnerships with our enterprise clients as we scale. You’ll own day-to-day client relationships, ensuring exceptional service while driving engagement, retention, and measurable outcomes. You’ll serve as the strategic advisor to client stakeholders (HR, benefits, wellness, and medical directors), translating their goals into successful partnership outcomes. This is a cross-functional role that collaborates closely with Sales, Product, Operations, Engineering, and Care — and reports to the Co-founder, Operations. - Build trusted relationships with client stakeholders and act as their strategic advisor - Drive utilization, engagement, and adoption of WellTheory's programs - Deliver data-driven business reviews with insights and recommendations - Secure renewals and identify expansion opportunities - Anticipate and resolve client issues with urgency and care - Contribute to playbooks and best practices as the Client Success function scales Spending time in person is a key part of building relationships, so this position will include travel as necessary and the ideal candidate should be willing to travel anywhere between 20-30% based on location. Qualifications - 7+ years of enterprise client success or account management experience, ideally in digital health, benefits, or adjacent B2B2C environments - Track record of driving retention, renewals, and expansion within complex client ecosystems - Relationship-driven communicator who builds deep trust with clients at every level - Ability to read the room, adapt style, and navigate sensitive conversations with professionalism and empathy - Strategic storyteller who turns data into insight and insight into action - Operationally excellent, managing complex projects end-to-end - Hands-on, entrepreneurial mindset, comfortable starting as a team of one - Adaptable and resourceful, bringing creativity to problem-solving - Deep empathy for the autoimmune experience - Beginner's mindset, loves learning, and stays open-minded about new approaches Requirements - Bonus Points: - Called a "force of nature" with significant accomplishments - Direct experience in digital health or the autoimmune/chronic condition space - Experience building a Client Success function from the ground up at an early-stage startup Benefits - A team that genuinely cares about each other and the members we serve - A fully remote company that gathers every year for an annual retreat - A base salary range of $130,000 - $150,000 with meaningful equity and benefits

Role Description We’re looking for a French-speaking Technical Customer Success Specialist to own and grow a portfolio of strategic customer accounts across the UK and France. This is not your typical Customer Success role. You’ll combine relationship management, technical problem-solving, operational coordination, and value delivery—acting as the trusted link between customers and multiple internal teams. Many of these accounts are underdeveloped and under-engaged, meaning this role is a real opportunity to build relationships from scratch, drive adoption, and unlock significant growth potential. What You’ll Be Doing: - Account Ownership & Growth - Manage 5 key accounts (Gold/Platinum level, £750K ARR) - Build strong relationships with French-speaking stakeholders across multiple business units - Drive retention, renewals, and long-term account growth - Turn disengaged customers into high-value partnerships - Customer Success & Value Delivery - Use data and insights to tell a story and demonstrate value - Identify opportunities to improve customer outcomes and adoption - Act as a trusted advisor – not just a reactive support contact - Technical & Operational Support - Act as first-line technical triage for customer issues - Translate customer needs between French-speaking clients and internal teams - Coordinate with support, field service, and order management - Support onboarding, installs, billing queries, and service delivery - Cross-Functional Collaboration - Be the front-facing “face” of the business for your accounts - Work closely with Sales, Technical Support, and Operations teams - Drive outcomes without direct authority across teams Qualifications - Fluent (professional level) French and English - Experience in Customer Success, Account Management, or similar - Background in recurring revenue environments (SaaS, telecoms, leasing, etc.) - Strong problem-solving ability and logical thinking - Comfortable working independently with limited direction - Ability to engage and communicate with senior stakeholders (C-level exposure) - High levels of ownership, resilience, and follow-through - Experience in technical or data-driven environments; familiarity with SQL, reporting, or working with data Requirements - Experience in industries like telecoms, fleet, construction, or equipment leasing - Previous exposure to sales / SDR / cold outreach (helpful for building relationships from scratch) - Experience managing complex, multi-entity accounts Benefits - OTE up to £51,000 - Remote working with flexibility - Opportunity to travel across the UK and internationally (including Europe) - A role with high autonomy and real ownership of outcomes - Exposure to a diverse range of industries and customers - A supportive team environment with regular coaching and development

• Respond to customer inquiries via chat or email • Provide accurate information on services and policies • Resolve routine issues such as subscription status updates, refund requests and billing inquiries • Escalate complex cases to higher-level support when necessary • Follow clear guidance given by the leadership team when appeasing customers • Empathetic to customers’ needs but understanding of the business’ bottom line • Collect and share feedback to external teams to ensure the needs of the customers are being met

• Guide new users to their first Joko “wow” moment: The first days shape everything that follows. You’ll design the onboarding journey: messaging, timing, and triggers so every new user feels understood and reaches activation quickly. At our scale, getting those first touches right compounds into millions of engaged users. • Turn engaged users into power users, and power users into advocates: You’ll build retention and referral programs that deepen usage among our best users, drive word of mouth, and lift long-term retention. • Maximize LTV across the full lifecycle: You’ll design cross-channel journeys that deliver the right benefit to the right user at the right moment. You’ll partner closely with Data to turn behavioral signals into segmentation and triggers, and with Product to keep lifecycle nudges tightly aligned with the in-app experience. • Raise the bar on experimentation: You’ll run a continuous A/B testing program (hypotheses, tests, learnings, iterations) to improve existing flows and challenge our current lifecycle map. Every decision should be grounded in evidence, not intuition. • Take CRM to the next level with AI: You’ll use AI to automate the operational grind (segmentation, copy iteration, QA, reporting) and unlock what we couldn’t run manually: sharper personalization, faster experimentation cycles, and richer lifecycle logic. You’ll decide where AI genuinely moves the needle (and where it doesn’t), then ship production solutions. • Drive growth across the company: You’ll work hand-in-hand with Product, Data, User Acquisition, and Brand so CRM compounds alongside everything else we’re building.