Director, Client Success

Superpower•San Francisco, CA

About The Position

Superpower is building a new personalized health system aimed to enhance human life: powered by comprehensive biomarker and diagnostic testing, personalized insights, action plans, and a clinical care team, delivered as a population health and wellbeing benefit. This is the founding Client Success role. It is not a relationship-management seat. It is the person who owns whether members engage, whether clients renew, and whether we can prove what we deliver. The hard part of this job is not running QBRs. It is being a revenue and ROI architect. You own the number that defines our impact: how deeply member populations actually engage, and the outcomes that engagement produces. That number drives client value, renewals, and expansion, and it is the source of the proof that wins our next deals and earns credibility with sophisticated buyers. If you can move engagement and produce defensible outcomes, everything downstream gets easier. You are the first dedicated CS hire, a founding owner, not a manager. You set the strategy and you do the work: onboarding clients, building the engagement engine, sitting with members and data, shipping the playbook.

Requirements

7+ years in customer success, account management, or member engagement, with real ownership of a number, not just relationships.
You have moved activation, engagement, retention, or utilization before and can show how. This is the core muscle.
Comfortable with data and outcomes. You can build a credible outcomes story from messy real-world client data and know the difference between an honest result and an overclaim.
Strong at the enterprise relationship: you can hold a renewal conversation with a benefits leader and earn trust.
Healthcare, benefits, or member-engagement experience strongly preferred. You understand activating a member population, not just managing an account.
Entrepreneurial, fast, hands-on, comfortable in ambiguity. You ship before things are perfect and you do the work yourself.
Deeply collaborative with Product, Sales, and Marketing. You see engagement, outcomes, and the sales motion as one system.

Responsibilities

Own member engagement and the ROI it drives. Build the engagement engine that turns enrolled lives into deeply engaged ones, in close partnership with Product, which owns the in-product mechanics.
Manufacture proof. Turn live clients into clean, honest, defensible outcomes data: the case studies and results that survive clinical and actuarial scrutiny and feed our enterprise narrative.
Own the client relationship through onboarding, renewal, and expansion across our enterprise accounts.
Own retention as the guardrail. Protect gross logo retention across our client base and build toward strong net revenue retention through renewal and expansion.
Partner closely with Product and Operations. Develop deep product expertise, feed member and client insight back into the roadmap, and shape what we build next.
Build the CS playbook and the foundation for a future team.