Head of Patient Experience

About TrimRxTrimRx is building the first truly managed GLP-1 care model - one that takes responsibility for what happens after a prescription is written.In a market optimized for speed and volume, we differentiate by owning outcomes. We guide patients through side effects, lifestyle integration, and long-term sustainability through proactive, human care. At TrimRx, guidance is the product and proactive support is non-negotiable.If you believe healthcare should feel responsible, responsive, and human, you’ll fit right in.Role OverviewThe Head of Client Success leads the client experience after enrollment, ensuring care is clear, responsive, and consistent. This senior leadership role drives the systems and teams that support clients through their managed metabolic care journey, helping them navigate side effects, lifestyle adjustments, and long-term sustainability proactively without confusion or disengagement.This is not a sales or clinical role—it’s about protecting the integrity of client care at scale. Success comes from quality interactions, trust, and measurable outcomes, not revenue pressure.*NOTE: This role requires monthly travel to Guadalajara, MX to support operations of our MX based call-center*What You’ll DoLead the Client ExperienceOwn the end-to-end client journey after enrollmentEnsure proactive guidance through side effects, lifestyle integration, and treatment milestones.Create systems that prevent confusion, abandonment, or reliance on external sourcesDrive Proactive Care OperationsLead Client Success teams focused on anticipatory care, not just reactive supportEstablish clear escalation paths for clinical input when neededMaintain consistent, empathetic, and high-quality client interactionsLead the Customer Support team (call center) focused on high-quality empathetic careBuild & Develop TeamsLead managers and frontline staff with clear performance expectationsPartner with Enablement and QA to ensure excellence and complianceFoster a culture of ownership, empathy, and accountabilityCollaborate Cross-FunctionallyWork with Clinical leadership to align guidance with medical protocolsPartner with Revenue, Operations, and Product teams to remove friction without compromising careServe as the internal voice of the patient in strategic decisionsMeasure, Improve, and ReportOwn KPIs (CSAT, NPS) that reflect care quality, patient confidence, and outcomesUse feedback and data to continuously improve patient experienceEnsure compliance with HIPAA and clinical standardsQualifications8+ years in Patient Success, Care Operations, Customer Experience, or similarExperience managing and scaling teamsStrong judgment in trust-sensitive or regulated environmentsProven ability to design proactive support systems, not just reactive workflowsExperience in healthcare, telehealth, or chronic care models is requiredFamiliarity with HIPAA, clinical workflows, and compliance requirementsExperience partnering with Revenue teams without compromising care integrityWhat Success Looks LikeClient Confidence: High satisfaction and trust across milestonesProactive Care: More clients receiving planned outreach vs. reactive supportCare Continuity: Seamless, consistent client interactions over timeSustained Outcomes: Structured support through maintenance and treatment transitionsCompliance & Safety: Zero tolerance for HIPAA or protocol violationsClinical Partnership: Strong collaboration with Clinical teams for safe, effective careThis Role Is Not:A revenue or sales roleA clinical decision-making positionA reactive support or call-center functionA downstream executor of revenue pressureWhy Join TrimRx?You’ll be part of a team redefining what responsible GLP-1 care looks like. We believe healthcare should feel structured, supportive, and human, not transactional.We value clarity, accountability, and proactive communication. We care deeply about doing the right thing for patients - even when it’s harder.If you’re motivated by meaningful work and want to operate where trust matters most, we’d love to meet you.Salary Range: $160,000.00 - $195,000.00 per yearEqual OpportunityTrimRx is an equal opportunity employer. We are committed to building a diverse and inclusive team and welcome applicants from all backgrounds.Benefits:Paid time offLanguage:Spanish (Required)Willingness to travel:50% (Required)Work Location: In person