Remo

Customer Success Manager

• Guide families through the onboarding process, ensuring they feel supported from day one.
• Manage referral intake by uploading documentation and maintaining proactive communication with our patient-caregiver dyads.
• Serve as a responsive liaison through phone and email, collaborating across departments to elevate the overall member experience.
• Provide product support / scheduling support to our members via phone call and email, with the potential need of rotating weekend coverage.
• Address any questions or concerns from our dyads and appropriately follow up or escalate to the appropriate teams.
• Provide dyad feedback to the Clinical, Product and Growth teams to help develop strategic improvements to the member experience.
• Creates informational materials for our members as needed.
• Clearly communicates who we are, what we do and how we help the dyad.
• Help dyads enroll on our platform.
• Communicate our sign up process over the phone.
• Schedule initial visits.
• Accurately documenting in our EMR & CRM.
• Build strong rapport and trust with the dyads we serve, delivering an experience of “__Unreasonable Hospitality__” from the very first interaction they have with us.
• Comfortable following talking points while authentically connecting to our dyads and the families we will serve.
• Stay accountable against monthly enrollment targets.
• Other job duties as required

Customer Success Specialist, Bilingual English and Spanish

Marketing

• Develop, own, and execute comprehensive Go-To-Market (GTM) plans for Washington, integrating market research, local partner intelligence, and national brand strategy.
• Advise marketing team on high-value multi-channel marketing tactics (e.g., local media, community outreach) specifically tailored to Washington dyads.
• Drive patient referrals through community partnerships (B2B2C) and direct member enrollment (DTC).
• Work closely with the Marketing team to manage and maximize budgets, ensuring we maximize company goals for new and active patients.
• Serve as the primary local brand ambassador for Remo Health. Identify, vet, and foster strong, collaborative relationships with key local organizations (e.g., Alzheimer’s Association, Area Agencies on Aging, Memory Cafes, Faith-Based Organizations, Senior Centers).
• Partner with Growth team to create localized, partner-specific collateral and presentations that simplify the value proposition for local community-based organizations (CBOs) and regional health systems.
• Manage day to day relationships with local partners (e.g., Senior Helpers).
• Lead execution of high-impact local events, such as educational seminars, health fairs, and targeted community sponsorship activations (e.g., Alzheimer’s Walks).
• Partner with Marketing to ensure implementation tracking that measures the effectiveness of local campaigns and partnerships, focusing on awareness and appointments scheduled.
• Serve as the voice of the market internally, gathering crucial local insights on competitor activity, payer dynamics, and member needs to inform overall corporate strategy and product development.
• Develop clear, concise reports to communicate regional performance and insights to the Growth and Executive teams.

Customer Success Specialist, Bilingual English and Spanish

Field Marketer, Care Advocate