Director of Engagement & Retention

About the role

The Director of Engagement & Retention is a senior leadership role at Ansible Health, a venture-backed, physician-led virtual medical group focused on transforming chronic disease management. This role is critical for designing, executing, and optimizing strategies to keep patients actively enrolled, deeply engaged, and achieving meaningful health outcomes.

Responsibilities

• Own the end-to-end patient engagement and retention strategy across the full lifecycle — from initial onboarding and early activation through sustained program participation and graduation.
• Develop and manage a Patient Lifecycle Model that enables segment-level targeting, behavioral nudges, and lifecycle-stage interventions tailored to the unique needs of chronically ill populations.
• Define, track, and report on core retention KPIs including enrollment conversion, 30/60/90-day retention rates, program completion, session attendance, disenrollment drivers, NPS, and patient-reported outcomes.
• Build and iterate on proactive outreach programs and re-engagement campaigns to identify at-risk patients early and intervene before disengagement or disenrollment.
• Partner closely with clinical teams — nurse practitioners, respiratory therapists, exercise physiologists, and care managers — to embed engagement best practices into daily care workflows and touchpoints.
• Collaborate with Product and Engineering to shape patient-facing features, communication tools, and platform improvements that drive habitual engagement and reduce friction.
• Work with the Growth and Partnerships team to align acquisition messaging with realistic program expectations, improving the quality of incoming referrals and reducing early-stage attrition.
• Coordinate with Finance and Analytics to quantify the revenue impact of retention improvements and build data-informed business cases for new initiatives.
• Establish a rigorous measurement framework for engagement and retention, moving beyond vanity metrics to actionable insights that influence clinical and operational decisions.
• Conduct root-cause analysis of patient churn through data mining, patient surveys, exit interviews, and clinician feedback — translating findings into concrete process improvements.
• Design and run A/B tests, cohort analyses, and pilot programs to validate engagement hypotheses before scaling.
• Build, mentor, and lead a high-performing engagement and retention team as the organization scales, including specialists in patient outreach, lifecycle marketing, and engagement analytics.
• Champion a patient-obsessed culture across the organization, ensuring that the voice of the patient informs every strategic and tactical decision.
• Report directly to executive leadership, providing clear visibility into engagement health and strategic recommendations at the board level.

Qualifications

• 7+ years of progressive experience in patient engagement, retention, customer success, lifecycle management, or growth operations — with at least 3 years in a healthcare, telehealth, or health-tech environment.
• 3+ years of experience in a people-management or leadership capacity, with a demonstrated ability to build and scale teams.
• Deep familiarity with value-based care models, chronic care management (CCM), remote patient monitoring (RPM), or similar care delivery frameworks.
• Strong analytical skills with hands-on experience using data tools (e.g., SQL, Tableau, Looker, Excel) to define KPIs, run analyses, and inform strategy.
• Proven track record of meaningfully improving retention rates, reducing churn, or increasing engagement in a measurable, data-driven way.
• Exceptional cross-functional communication skills — comfortable presenting to clinical teams, engineering squads, and executive leadership alike.
• Bachelor's degree in Healthcare Administration, Business, Public Health, Marketing, or a related field.

Prior Experience

• Experience in a high-growth startup or venture-backed environment where scrappiness and speed are table stakes.
• Background in behavioral science, behavioral health, or health behavior change frameworks (e.g., COM-B, Transtheoretical Model, motivational interviewing).
• Familiarity with Medicare/Medicaid populations, particularly older adults with multiple comorbidities such as COPD, CHF, or other chronic cardiopulmonary conditions.
• Experience with CRM and engagement platforms (e.g., Salesforce Health Cloud, HubSpot, Iterable, or comparable tools).
• Clinical licensure or clinical background (RN, RT, MPH with clinical rotations) is a meaningful plus but not required.

Compensation & Benefits

• Base Salary: $160,000 – $170,000 annually, commensurate with experience and qualifications.
• Equity: Eligible for stock option grants — you will have a direct ownership stake in the company's trajectory.
• Bonus: Eligible for performance-based cash bonuses tied to engagement and retention milestones.
• Remote-first: Work from anywhere in the United States with flexible scheduling.
• Benefits: Medical, dental, and vision coverage; paid time off; professional development support.
• Impact: Directly improve the lives of patients with serious chronic diseases — the work you do here matters.

Equal Opportunity Statement

AnsibleHealth Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.