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Berry Street is a Series B healthtech platform launched in 2023 that combines AI, GLP-1 medications, and insurance to make metabolic and chronic disease care accessible. The company serves hundreds of thousands of patients across all 50 states through partnerships with major health plans, health systems, and care management companies. Backed by Khosla, Northzone, FJ Labs, and founders from Revolut, Grow Therapy, and Spring Health.
You will fully own the lifecycle marketing program—the strategy, journey design, build, testing, and engineering roadmap that turns first-touch interest into lasting care outcomes. Every week, lifecycle programs reach hundreds of thousands of patients via email, SMS, and push, guiding them from initial interest through booking, attendance, and long-term retention. No two patient journeys are identical: they arrive through different channels and partnerships, and choose between offerings like nutrition therapy, GLP-1s, or both. You'll ensure each patient receives the right message at the right moment.
Key responsibilities include:
- Owning lifecycle strategy across the full patient journey (lead to booking, booking to attended visit, first visit to retention and win-back); translating strategy into roadmaps and test plans for each audience, offering, and partnership.
- Building and launching automated journeys in Customer.io with appropriate messages, branches, and fallbacks based on patient offering, acquisition channel, and care stage.
- Managing the ESP end-to-end: data schema, event and attribute mapping, segmentation, deliverability, UTM governance, and error handling.
- Owning the lifecycle engineering roadmap: writing tickets, prioritizing with Product & Engineering, ensuring clean data ingestion, cohort tagging, and downstream analytics alignment.
- Designing and running A/B and holdout tests with always-on testing on high-volume flows; defining KPIs and monitoring performance across bookings, attendance, retention, and LTV.
- Maintaining program health through QA and monitoring to catch broken triggers, filters, or drop-offs within hours.
- Enforcing compliance (HIPAA, TCPA, CAN-SPAM, carrier SMS rules) across all lifecycle channels, including consent states, subscription preferences, partner-specific rules, and suppression logic.
- Serving as the internal voice of lifecycle, sharing insights and roadmaps with Growth, Product, Engineering, Data, CX, Provider Ops, Commercial, and Leadership to inform GTM planning.
You'll partner closely with Growth, Product, Engineering, Data, and CX teams. Lifecycle runs fully in-house in Customer.io. A smaller portion of the role involves provider-facing communications with Provider Ops.
REQUIREMENTS:
- 4–6 years owning multi-channel lifecycle programs for B2C or digital health products, including hands-on buildout of automated journeys.
- Advanced proficiency with ESPs (e.g., Customer.io) across event-driven automation, segmentation, personalization logic, and deliverability best practices; experience with the technical side of lifecycle including data, events, and integrations.
- Proven track record of lifting activation, retention, or LTV through disciplined testing and clear analytical readouts.
- Strong editorial judgment and feedback skills; ability to turn insights into crisp briefs and polished, on-brand email, SMS, and push content.
- Effective cross-functional collaboration with Growth, Product, Engineering, Data, and CX; ability to translate lifecycle needs into clear requirements engineers can build from.
- Operational rigor and attention to detail; excellent QA habits and fluency in consent management and compliance.
- AI-led mindset: you look at operational processes and ask how they should be rebuilt from the ground up with autonomous systems. You've shipped something in this space, have opinions about where AI is going, and are already building for that future.
- Product brain: you think about the people on the other end of workflows (providers, patients), push back when processes don't make sense, and understand the "why."
- Ownership mindset: you take projects from vague idea to shipped and working without hand-holding; you flag problems early, drive decisions, and follow through.
- Bias for speed: you understand the difference between moving fast and cutting corners, and know when each is appropriate in healthcare operations.
