Member Engagement Manager

About Sunfish

Sunfish’s mission is to make the parenthood journey easy and affordable to help everyone build the family of their dreams. We are a venture-backed, early stage, fast-growing tech platform at the intersection of data, the evolution of IVF and surrogacy, and financial inclusion.

We exist to enable:

• A new way for families to protect and pay for their fertility journey
• A new money-back guarantee for IVF
• Create cutting edge predictive modeling to help individuals understand the cost of their journey
• Financial inclusion (e.g. educate and enable people to afford IVF/ surrogacy)
• LGBTQIA+ family building

Our team includes backgrounds in startups with successful exits, top consulting companies, fertility, consumer lending, and venture capital. And we understand the journey. Some of us are parents, some have gone through fertility treatments – and we have all supported hundreds of others on this journey through our work at Sunfish. We are seeking team members who share a similar passion for helping to build families.

The management team has had 11 successful exits and 3 IPOs, and managed billions of dollars in consumer risk and lending companies. We use predictive analytics, innovative financial tools, artificial intelligence (AI) and machine learning (ML) to serve our members.

The Position: Member Engagement Manager

Sunfish is looking for an organized, empathetic individual (with a passion for helping people on fertility journeys) to support our members. This is an execution-focused role supported by a small cross-functional team that combines Sales and Operations, Project Management, and administrative support to the executive team. You will work closely with the Product team, Marketing team, and executive leadership team at Sunfish, to optimize our member experience.

You will be working in a fast-paced, early-stage, rapidly growing company where you will be relied on for your organization, attention to detail, and enthusiasm for our early-stage company. A hands-on, ‘I’ll do anything’ attitude is a must, with room for rapid career growth. A strong analytical skillset is a must, as is a confident presence to represent Sunfish in sales and on calls with our members and partners. Most importantly, this person must bring empathy, care, and knowledge of the fertility journey in order to provide a great experience to our members.

The Member Engagement Manager is responsible for managing the sales and onboarding of our members, as well as supporting each member through their journey, including returning customers. You will:

• Ensure members’ success, by working closely with prospective members during the onboarding and sales process to educate, provide support and execute contracts to help support members on their journey to parenthood.
• Ensure member growth by supporting each lead operationally where hands-on support is needed, coordinating with our medical partners and our Head of Partnerships.
• Ability to respond quickly, sometimes in the evenings or outside of normal business hours.
• Collaborate effectively within a team environment, contributing positively to group dynamics, fostering a cooperative and inclusive atmosphere and ensure open communication and mutual support

Must Haves:

• You have at least 3-5 years of proven operations, customer support, sales experience, or experience working at a fertility clinic
• Experience in the health or fertility industry
• You have operational experience at a fast-growing company and can handle an end-to-end process to support customers
• You have strong project management skills, ability to set up systems and keep the team on track
• You have strong execution and communication skills, poise and kindness when speaking with members
• You have a Bachelor’s degree or higher in business, marketing, or a related field; or a degree in nursing
• Ability to work in person in Los Angeles, with occasional travel 2 - 4 times per year for conferences and offsites
• You are passionate about the Sunfish mission
• You are authorized to work in the US

Additional ‘nice to have’

• You have been at a startup and loved the early ‘hands-on’ phase
• 2+ years of experience in customer support, drip marketing, management consulting, project management or BD at a venture-backed company, operations, or customer success/sales

Logistics

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Our offices are in Los Angeles and New York. We often travel around the US to conferences and partner meetings. Our quarterly offsites include: karaoke nights, magic castle, trivia nights, team happy hours, and more. Our LA office includes a free gym membership, daily breakfasts and snacks, and even outdoor hammocks.

Values: We put people first. We offer health insurance and contribute $250/mo to your premiums, 401(k), and an employee equipment stipend. We aim to continually grow as professionals and Sunfish is a place for people who wish to accelerate their career growth. Most of all, we care for our members and each other.