Salary & Benefits

Here at Gaia, our employees are the foundation of our success. We believe it's important that you are happy, healthy, and motivated.

As such, on top of a competitive market bench-marked salary, we offer benefits including healthcare, fertility support, 401k match, and other benefits. The salary bracket for this role $90k - $115k, and comes with a material equity grant.

Our Vision

Gaia is the first Value-Based family-building company. We give people control over their fertility with clinically proven pathways to parenthood — whether they want a child now or later — and take on the financial risk so that if we don’t deliver successful outcomes, they don’t pay. Gaia was born from our founder’s own harrowing journey through assisted fertility, and his resolve to build the experience he wished he had.

Our mission is to give the best shot at parenthood to anyone who wants a family, with access to a network of clinics selected for their results, flexible payment options, and 90+ NPS wraparound care and support.

The Role

As a Member & Client Success Manager, you will sit at the heart of Gaia’s employer benefit experience. You will support members as they navigate fertility and family-building and serve as a strategic partner to our employer clients. This role blends member navigation, client management, and light-touch consultative sales, ensuring that both employees and HR partners feel guided, informed, and cared for at every step.

You’ll report directly to the Head of Employer Growth and collaborate closely with leadership across clinical operations, product, and partnerships.

Job responsibilities include:

Member Support & Navigation (≈60%)

• Serve as the primary point of contact for Gaia members seeking guidance through fertility, preservation, IUI, IVF, pregnancy, surrogacy, adoption, and other family-building journeys.

• Provide day-to-day support via phone, email, SMS, and in-platform chat.

• Help members understand and maximize their Gaia benefit — what’s included, when to use it, and how to navigate next steps.

• Match members to the right providers within Gaia’s vetted fertility and family-building network.

• Schedule appointments and coordinate care paths when appropriate.

• Educate members on the Gaia Plan and support conversion when members are ready to pursue treatment with Gaia.

• Track member progress, identify barriers, and proactively offer resources and care coordination.

Client Success & Employer Partnership (≈30%)

• Own preparation and delivery of quarterly and annual business reviews for employer clients, including program success metrics, trend analyses, and personalized recommendations to evolve their Gaia benefit.

• Serve as a first line of communication for employer HR teams, ensuring timely responses and crisp updates.

• Proactively identify at-risk accounts and escalation patterns and partner with leadership to address them.

• Gather qualitative and quantitative feedback to improve employer and member experiences.

• Monitor engagement, utilization, and outcomes trends across client populations.

Cross-Functional Partnership (≈10%)

• Surface key voice-of-member insights to product, clinical, and operations teams.

• Collaborate with employer growth on storytelling, reporting, and member engagement strategies.

• Participate in testing new features or initiatives, representing the member’s perspective.

What We’re Looking For

Education:

• Bachelor’s degree or equivalent professional experience in healthcare, counseling, client success, or a related field.

Skills:

• Deeply empathetic communicator who is energized by supporting individuals through sensitive, emotional, or high-stakes journeys.

• Exceptional clarity in written and verbal communication, with an ability to translate complex information simply.

• Comfortable handling a high volume of member conversations with warmth and efficiency.

• Experience in healthcare navigation, fertility support, benefits navigation, care coordination, or client success preferred.

• Comfortable presenting to HR leaders and executives during business reviews.

• Strong analytical skills with the ability to synthesize trends and produce insights.

• Thrives in a startup environment: resourceful, adaptable, and proactive.

• Passionate about fertility, women’s health, and empowering people to build their families with confidence.

Salary & Benefits

Here at Gaia, our employees are the foundation of our success. We believe it's important that you are happy, healthy, and motivated.

As such, on top of a competitive market bench-marked salary, we offer benefits including healthcare, fertility support, 401k match, and other benefits. The salary bracket for this role $90k - $115k, and comes with a material equity grant.

Compensation Range: $90K - $115K