Job Description

Director, Member Relations

Reporting to: VP of Marketing 

About Extension Health

Extension Health is a full-stack platform for proactive, personalized healthcare—combining cutting-edge diagnostics, longevity therapeutics, and concierge-level experience to optimize human performance and extend health span. We provide unmatched access to advanced medicine, bespoke care pathways, and white-glove service under the leadership of Dr. Jonathann Kuo. 

As an early innovator in the rapidly expanding concierge longevity care market, Extension Health has achieved 95% growth through word-of-mouth. We are now introducing a tiered membership model aiming to establish a new benchmark for health optimization. 

Role Overview

We are seeking a high-performing Director, Member Relations to drive the growth and retention of our business, with a focus on our elite membership programs. This individual will play a pivotal role in the success of this new channel of growth - guiding prospective members through our value-rich offering, cultivating trust, and ensuring a seamless, high-touch experience from inquiry to long-term relationship. This role will partner with marketing on driving top of funnel leads, be the primary driver of conversion for interested leads, and focus on converting and upselling existing patients into memberships or package purchases.

Key Responsibilities

Sales & Conversion

• Collaborate with marketing to fine-tune messaging, LPs, and events that drive qualified leads
• Serve as the first point of contact for high-intent leads (inbound and referral-based)
• Own the consultation-to-close process with a white-glove approach
• Guide prospects from our diagnostics package and our a la carte services into our membership 
• Articulate the differentiated value of our various membership tiers with clarity and confidence

Client Success & Relationship Management

• Act as a strategic liaison for new and existing members, ensuring touchpoints are personalized and proactive
• Coordinate with clinical and operations teams to deliver a flawless onboarding journey
• Develop and implement systems for check-ins, feedback, and milestone tracking
• Maintain CRM hygiene and help build automation flows that enhance personalization

Strategic Growth

• Identify opportunities for upsell (i.e., peptides, regenerative tracks, advanced diagnostics) across the business
• Identify and engage key clients for upsells from existing business and incoming leads outside of just membership
• Track client progress and satisfaction, escalate and resolve friction swiftly
• Cultivate referrals and ambassador relationships from top-tier clients

Ideal Candidate Profile

• 5+ years experience in luxury sales, private concierge health, high-end hospitality, or private client services
• Exceptional communicator: poised, persuasive, and professional in high-stakes conversations
• Proven ability to engage ultra high net worth individuals, founders, and executives
• Experience with EMR/CRM systems and digital health platforms a plus
• Emotionally intelligent, obsessively organized, and relentlessly detail-oriented
• Able to synthesize complex medical offerings into compelling, outcomes-driven narratives

Why Join Us

• Work directly with one of the most innovative leaders in the longevity space
• Help build the future of elite health optimization
• Join a mission-driven, design-forward team obsessed with performance, outcomes, and experience
• Get compensated for results with a high commission based incentive structure

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