Big Health

Customer Success Manager

• Manage strategic, complex, and enterprise healthcare customers and develop account plans with clear goals, risks, and growth strategies (renewal, expansion, multi-site/service line scale)
• Build relationships with clinical, operational, IT, revenue cycle, contracting, finance, and executive sponsors; run executive business reviews (JOCs/QBRs) that align on outcomes and next-best actions
• Drive onboarding across complex environments, ensuring adoption targets and value realization are met against success criteria
• Standardize and improve CS playbooks
• Synthesize learnings across accounts to inform repeatable approaches, internal processes, and continuous improvement
• Lead cross-functional workstreams across Marketing, Sales, Implementation, Clinical, Product, Market Access, and Legal to support the delivery of positive program outcomes, on time and in scope. Proactively identify and mitigate risks and issues
• Partner with teams on renewal and expansion strategy; contribute to SOWs, amendments, and forecasting
• Provide timely updates and executive-ready summaries to senior leadership and customer sponsors
• Partner with executive stakeholders, provider leaders, and clinical champions to drive utilization, adherence, and outcomes
• Coordinate with internal teams and customer stakeholders to reach eligible populations and maximize activation
• Monitor and optimize provider and program performance using data to define, measure, and improve success
• Maintain Salesforce as the single source of truth, rigorously updating account, opportunity, contact, activity, and forecast data to ensure clear visibility, accurate tracking, and cross-functional coordination
• Build and leverage existing Salesforce dashboards/reports to surface adoption, risk, and growth signals for QBR and executive readouts
• Develop and maintain executive-ready documentation, including account plans, steering committee materials, JOC/QBR decks, and value/outcomes reports
• Analyze program performance and prepare concise reports and recommendations for customer executives and internal leadership
• Support the Finance team in appropriate financial reporting, invoicing, forecasting, etc.

Client Success Manager

Business Analyst

• Define and maintain KPIs and metrics across the customer and patient lifecycle.
• Use BI tools (e.g., Snowflake, Looker, Salesforce) to build and maintain internal and external reporting, such as OKR dashboards, scorecards, and healthcare program performance.
• Work closely with Engineering and Product (Studio) teams on underlying data models, metric definitions, and data pipelines to ensure consistency across the organization.
• Support development of QBRs, executive business reports, and Board materials by assembling data, generating insights, building visualizations, and crafting clear narratives for clinical, operational, and financial KPIs.
• Design. launch, and operationalize LLM-enabled workflows and AI-powered assistants that turn raw data into usable narratives and insights (e.g., summarizing account performance, drafting QBR materials, synthesizing qualitative feedback), in close partnership with Studio.
• Evaluate emerging LLM/AI capabilities to automate or augment commercial reporting and decision-making (e.g., automated account health digests, opportunity risk flags, pipeline and utilization summaries).
• Analyze data to identify trends, leading indicators, and risk signals related to program health, customer satisfaction, renewals, and expansion opportunities.

Commercial Business Analyst

SEO Marketing

• Manage and execute a comprehensive SEO strategy aligned with business objectives, with a focus on driving organic growth, patient acquisition, and long-term visibility.
• Conduct keyword research to identify high-value search terms across insomnia, anxiety, and related mental health needs; map keywords to the customer journey to capture both informational and conversion-focused intent.
• Optimise website architecture, landing pages, and content for both users and search engines, ensuring technical SEO best practices are met (site speed, mobile-friendliness, structured data, crawlability).
• Partner with the Content Manager to plan and optimise high-quality, patient-centred content that answers search intent, improves rankings, and supports our mission.
• Monitor and analyse performance using Google Analytics, Search Console, SEMrush/Ahrefs and other SEO tools to track rankings, organic traffic, conversions, and ROI.
• Develop and implement link-building strategies to increase authority and trust.
• Continuously adapt strategy and processes based on industry developments and search engine algorithm changes, proactively reallocating resources to maintain and grow visibility.
• Own the measurement framework and report on KPIs and insights to stakeholders, providing clear recommendations backed by data.
• Educate and support internal teams on SEO best practices.

SEO Manager

Content Manager

• Manage and execute a full-funnel content strategy that supports marketing and communication goals, ensuring the right messages reach patients at the right stage of their journey.
• Create and manage engaging content across formats (i.e. blogs, guides, FAQs, case studies, patient stories, whitepapers, infographics, videos, social media, email campaigns) to attract, educate, and convert clinicians and patients.
• Collaborate with the SEO Manager to ensure content is optimised for organic discovery, user intent, and conversion opportunities.
• Work cross-functionally with marketing, clinical, product, and design teams to ensure messaging is aligned, accurate, and patient-focused.
• Research patient insights and industry trends, translating findings into content that addresses real-world challenges, objections, and motivations.
• Maintain and oversee an editorial calendar to ensure consistent, high-quality publication across channels.
• Measure and report on content performance (i.e. engagement, rankings, funnel progression, enrolment conversions) and use insights to refine strategy.
• Champion storytelling and brand voice, ensuring all content is clear, empathetic, and aligned with our mission to make better mental health support accessible.

General Counsel

• Draft, review, and negotiate a variety of commercial and clinical contracts, including licensing, collaboration, research, and vendor agreements
• Manage redlines, coordinate with internal stakeholders, and ensure alignment with regulatory, privacy, market access, sales, and other departments’ requirements
• Maintain and improve contract templates and related policies and procedures to support deal cycles
• Advise on compliance regarding healthcare regulations (e.g., Anti-Kickback, Sunshine Act, etc.), product claims and advertising, and data privacy laws (US and global)
• Act as the first point of contact for day-to-day legal questions and translate complex laws into practical guardrails for business teams
• Contribute to the development of scalable legal workflows and policies

Client Success Manager

Commercial Business Analyst

SEO Manager

Content Manager

Associate Counsel