about us:up.labs is partnering with a fast-growing, venture-backed series a health tech startup on a mission to make the parenthood journey easier and more affordable. their platform is used by leading fertility clinics across the u.s., helping patients navigate and finance treatments with the support of proprietary biodata and ai/ml. come join a rockstar team - their executive team has had 11 exits and 3 ipos to date.
role overview:we're hiring a member success lead to guide patients through the emotionally complex journey of fertility treatment. this role blends high-empathy consultation with strong operational rigor - from conducting 1:1 calls to explain financing options, to ensuring data accuracy in crm systems, to surfacing insights that inform lifecycle marketing and product decisions.
you'll collaborate closely with sales, marketing, product, and operations, playing a crucial role in shaping the onboarding experience and setting the tone for patient care. as the company scales, you'll have the opportunity to build out onboarding and training processes for future member success team members - and step into a leadership position over time.
key responsibilities:patient consultation & growth operations -
- lead 1:1 phone or video consults (up to 10/day), delivering high-empathy guidance while explaining complex financial options
- serve as a trusted, consistent point of contact for patients navigating ivf and treatment decisions
- maintain rigorous attention to detail in documentation and contract review
- track slas, follow-ups, and communications in tools like salesforce
lifecycle marketing & crm management -
- use crm systems (e.g., salesforce) and reporting tools (looker, sheets) to manage leads, track metrics, and measure funnel performance
- execute and optimize email drip campaigns using tools like hubspot, mailchimp, or customer.io
- a/b test messaging, track open/conversion rates, and refine based on insights
cross-functional feedback & product input -
- translate patient conversations and campaign data into feedback loops for the product team
- help prioritize product roadmap items based on user pain points and engagement trends
- build structured reporting on funnel drop-off, common objections, and referral drivers
what you bring:
- 5-10 years experience across marketing, sales, operations, or customer success roles
- comfort in a patient-facing, emotionally nuanced role - high empathy and excellent communication are a must
- experience with crms (salesforce), reporting tools (looker, sheets), and marketing automation platforms
- bachelor's degree or higher
- highly organized with attention to detail and a proactive mindset
- willingness to travel 2-3 times per year for team offsites or industry events
nice to have:- bilingual or multilingual (spanish is a big plus!)
- knowledge of the ivf process or digital health industry
- experience at a fast-paced startup (seed-series a preferred)
this is a rare opportunity to join a startup making a meaningful difference in people's lives - helping individuals and families build their futures. you'll work with a mission-driven, experienced team (11 exits, 3 ipos), have access to meaningful ownership, and contribute to a product with real-world impact.
benefits and perks:- competitive salary + equity
- health, dental, vision insurance
- paid time off & parental leave
- 401k
- free on-site gym
- weekly team lunches & happy hours
- fun offsites (karaoke, trivia nights, escape rooms, etc.)
location: los angeles (playa vista), 4 days a week in-office or remote
pid3fd-1630
