About the role

Customer Success Specialist at Zoī enhancing personalized experiences for members throughout their health journey. Driving client retention, satisfaction, and engagement while collaborating with cross-functional teams.

Responsibilities

High-Touch Client Management – Deliver a highly personalized and attentive approach: build and maintain strong, long-lasting relationships, understand each member’s unique needs and preferences, and tailor solutions accordingly.
Advocate for the client – Represent members across medical, product, and operations teams. Identify patterns, opportunities, and challenges, and work collaboratively to co-create solutions that enhance the client experience.
Drive engagement and growth – Ensure client intimacy, promote adherence to recommendations, and create upsell and cross-sell opportunities. Achieve KPIs including renewal rate, adherence to recommendations, and client satisfaction.
Deliver exceptional experiences – Design and manage personalized journeys for each member, ensuring interactions are seamless, proactive, and valuable.
Leverage tools and data – Use HubSpot, Aircall, and other digital tools to track interactions, analyze engagement, and inform strategies.
Collect and act on feedback – Gather insights from clients regularly and translate them into actionable improvements across teams.

Proven experience delivering exceptional client experiences in customer success, relationship management, or similar roles, preferably in luxury, art, hospitality, fashion, or health sectors.
Strong communication and interpersonal skills, with a high level of empathy and ability to build trust and rapport with clients.
Demonstrated ability to manage relationships with a growth mindset, driving engagement, adherence, and upsell or cross-sell opportunities.
Excellent organizational skills and attention to detail, able to manage multiple priorities while maintaining a personalized client experience.
Creative and proactive problem-solver, capable of anticipating client needs and resolving concerns effectively.
Proficiency in CRM tools (e.g., HubSpot) and digital communication tools (e.g., Aircall) is a plus.
Fluent in English and French (mandatory).
Passion for health, wellness, and preventive care, and a strong commitment to delivering memorable client experiences.

Make a real impact on the health and wellbeing of our members by delivering personalized, high-touch experiences.
Work in a collaborative, cross-functional environment, partnering with medical, product, and operations teams to co-create solution with measurable business outcomes.
Be part of a dynamic, innovative culture where your ideas are valued, creativity is encouraged, and client-centricity is at the heart of our mission.
Develop expertise in the premium preventive health sector, leveraging tools, data, and insights to drive both client satisfaction and business growth.