Lead, Client Engagement Strategy

Lead, Client Engagement Strategy Full-time, remote About the role b.well powers connected health experiences for enterprise clients — health systems, payers, retail pharmacy, and consumer technology companies — and consumer engagement is one way we turn a capable platform into something people use regularly. We set the strategy for every message, journey, and in-product moment that reaches a member. This role owns engagement delivery for our clients. You are the person who takes a new client from contract to a live, working engagement program, and then keeps that program performing against the goals we committed to. You will run several implementations at once, and you will leave behind a playbook that makes the next one faster than the last. This is a builder's role on a small, high-leverage team. We use AI heavily for content production and are automating our tooling workflows, which means your time primarily goes to judgment, sequencing, and relationships rather than assembly. You will decide which user moments deserve a touchpoint and how those touchpoints build on each other, not hand-craft every asset. If you want ownership, a small team, and no shortage of things that visibly matter, this is a good seat. What you'll own New client implementations. Own the engagement workstream end to end for multiple concurrent client launches — requirements gathering, journey and campaign design, build coordination, QA, launch, and post-launch optimization. We expect this role to carry at least three implementations simultaneously at steady state. Scale the implementation playbook. Own and evolve the playbook behind our client engagement launches. You'll deepen the toolkit that makes each implementation faster and more consistent — intake and requirements templates, standard journey and campaign packages by client type, QA and launch checklists, and timeline and effort benchmarks — and refine the process itself as our client base grows. The playbook flexes across our market offerings and delivery models, from SDK and embeddable components to the full app. Client-specific engagement programs. Own ongoing, account-specific work like wellness and incentive programs, seasonal campaigns, custom use cases — including high-potential programs ready for deeper investment. Client engagement performance and OKRs. Be accountable for the engagement goals we commit to per client. Build and maintain the reporting that shows where we stand, and act on it rather than just narrate it. The internal client interface. Be the engagement partner to client success, solutions consulting, and implementation. Run the governance cadence, prepare the materials, and translate client asks into scoped engagement work, or consulting on what will actually move the metric. Requirements for our engagement systems. Identify what should be automated or productized and write clear requirements for our engagement systems engineer, so client work compounds into platform capability instead of accumulating as manual effort. What the job looks like During an active client implementation: Running the engagement workstream in the client's implementation cadence — status, dependencies, decisions, risks Translating the client's goals and population into a concrete journey and campaign plan Working with the engagement systems engineer to get campaigns configured, and QAing them before they go live Directing AI-assisted content production: writing the brief, deciding what is needed, adapting platform templates to the client's brand, and holding the line on voice and quality Coordinating with internal teams where a client need identifies a platform gap/opportunity Preparing launch readiness and early performance readouts for the client and internal stakeholders You are not a client success manager. You are the engagement expert the client team brings in, not the account owner. Between implementations, or in steady state: Reviewing engagement performance across your accounts and shipping optimizations — timing, messaging, channel, sequence Advancing standing client programs that need active attention rather than maintenance Hardening the playbook: converting what you just learned into the default for next time Building and improving self-serve visibility so client success can answer routine campaign questions without a request to our team Partnering with the product-side engagement lead on how new features roll out to your accounts Absorbing net-new client requests and pre-sales support alongside solutions consulting What you'll bring Capabilities that matter most: Editorial judgment and brand-voice sensibility. You know what "good" is and can articulate why. You can hold a voice steady across many client whitelabels — adapting to each brand without letting the member experience drift. AI fluency as a director, not just a user. You write effective briefs and prompts, orchestrate AI tools inside a real workflow rather than one-off, and critically evaluate what comes back. Volume is cheap now; deciding what deserves to exist is the job. Data interpretation. You can read performance data, design a clean test, and change strategy based on the outcome rather than defending the original plan. A systems and packaging mindset. You can turn bespoke client work into repeatable, scalable strategy that flexes across our market offerings and delivery models — SDK, embeddable components, and full app. Cross-functional leadership and stakeholder management. You move comfortably across product, client-facing teams, engineering, and data. You present credibly to external client stakeholders and manage them, and you bring people with you rather than filing tickets at them. Regulatory judgment. Familiarity with HIPAA, TCPA, FCC, and CAN-SPAM as they apply to member communication — or the ability to ramp quickly and the instinct to know when to ask. Member experience and behavior change. A background in member or patient experience, health engagement, or behavior-change design — you think about what actually moves someone to act, not just what gets delivered. Experience 6+ years in lifecycle marketing, CRM, consumer engagement, or growth — with real ownership of programs that carried a number Delivered engagement programs for enterprise clients or business partners, including at least one launch on a committed external timeline Hands-on in a lifecycle or marketing automation platform (Iterable, Braze, Salesforce Marketing Cloud, or similar): journeys, segmentation, personalization, testing Strong written communication and the composure to be in front of enterprise stakeholders Organized enough to hold multiple ongoing client programs and new implementations at once without anything quietly slipping Nice to have Whitelabel or multi-tenant product experience, where one platform serves many differently branded clients Payer, health system, or retail pharmacy experience — or another highly regulated consumer industry The target salary range for this position is $140,000 - $170,000 and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay. Data shows that women, people of color, and other underrepresented groups may be less likely to apply for jobs unless they believe they are a perfect match. But b.well holds diversity amongst its key values, and we have a strong commitment to building our workforce and products through that lens. You don't have to check every box in this job description to be a great fit for the role! If you're excited about this position and the prospect of working for b.well, please apply. If it turns out this role isn't for you, there may be other openings that could align with your experience and expertise! We are committed to an inclusive and diverse b.well. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.