About the Role

Own and expand our CRM efforts across patient and referral acquisition. This role will focus on building automated, personalized lifecycle journeys that improve engagement, re-engagement, increase retention, and support growth across our direct-to-consumer (D2C) and referral marketing (B2B) funnels.

You’ll help design and implement SMS and email campaigns that meet patients where they are, whether they’re considering treatment, bridging between appointments, or re-engaging after a break. You’ll also support referral-based marketing by nurturing warm leads (sent to providers, payors, or loved ones) and increasing conversion through thoughtful, behavior-based communication.

Responsibilities:

• Own Ophelia’s CRM strategy and execution for all top-of-funnel patient and referral communications, across SMS and email
• Develop segmented, personalized, and behavior-triggered lifecycle journeys that drive conversion, engagement, and re-engagement
• Build automated flows and trigger-based communications across key patient states: new, bridge, stable, at-risk, and returning
• Support warm lead nurturing across referral funnels 
• Collaborate with clinical, operations and compliance teams to ensure campaign logic, data fields, and workflows support both business and operational goals
• Conduct A/B tests to improve open rates, click-through rates, and downstream conversion
• Help maintain CRM infrastructure and integrations (e.g., Customer.io, Rudderstack), with support from data and engineering
• Build campaign calendars and reporting dashboards to communicate performance and insights
• Assist in lifecycle campaign planning for internal clinician-patient messaging (you won’t own this channel, but you’ll support it structurally)

Requirements:

• 7+ years of experience in healthcare lifecycle/CRM marketing, ideally in a telehealth, or patient-facing environment; must have b2b experience, as well
• Strong experience managing SMS, with a focus on automation, personalization, and funnel conversion, and understanding of behavioral triggers, conditional logic, and segmentation best practices
• Analytical mindset: comfortable building reports and interpreting CRM performance data
• Experience collaborating cross-functionally with compliance, product, data, and operations teams
• Strong copy instincts and ability to translate patient psychology into empathetic, action-driving messaging
• Mission-aligned and excited to help destigmatize addiction treatment

Our Benefits: 

• Remote work anywhere in the United States 
• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!) 
• Start with 20 days (4 weeks) of PTO, increasing to 5 weeks after 2 years and 6 weeks after 5 years of tenure
• 10 company holidays 
• Work From Home Stipend
• 401k Contribution Platform
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!

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