Client Success Manager

🕒 June 23

🇺🇸 United States – Remote

💵 $93.8k - $122.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

👥 HR Tech

Healthcare • SaaS • HR Tech

Included Health is a healthcare technology company that delivers personalized, employer- and health-plan-focused primary, urgent, and behavioral health care through a single app and a network of virtual and in-person services. It blends AI-driven tools and human care teams to provide 24/7 care coordination, billing and claims advocacy, second opinions from leading specialists, and mental-health support, with the goal of lowering employer healthcare costs and improving member experience and inclusivity.

📋 Description

• Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 3m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership. • Develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with Included Health. • Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively and intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments. • Consult with clients fostering alignment to IH Marketing Best Practices. Partner with the Included Health’s Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments. • Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship. • Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals. • Conduct recurrent Partnership Connect meetings with day to day client contacts galvanizing the partnership and creating a trusted advisor bond. Cultivate professional relationships and trusted advisor status with client executives and consultants. Collaborate with vendors in the client’s benefits ecosystem to optimize the member experience and the client investment. • Understands client contractual commitments, partners with clients to establish recurrent partnership connections and business reviews. Ensures client expectations are well managed and effectively aligned to contract. Serves as the internal IH client advocate. Represents CS in client Launch Command activities. • Negotiate price increase at renewal, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms. • Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH. • Maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Playbooks. Document all client interactions and follow-up in appropriate IH systems and to clients via email to deliver on client commitments and document expectations. • Participate in special projects to improve effectiveness of CS, and client and member experience as needed.

🎯 Requirements

• 5+ years client success experience serving Fortune 500 clients with expertise in benefits and healthcare. • Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. Executive presence, ability to consult with and influence executives. • Ability to work cross-functionally to deliver client contractual commitments and results. • Take personal accountability for decisions, actions, and processes needed to support long term client relationships. • Analyze and interpret data deriving insights that support value delivery for clients. • Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change. • Driven by Included Health’s mission of raising the standard of health care for everyone. • Solution focused, curious, lifelong learner, optimistic problem solver. • Ability to travel up to 25% • Previous corporate experience in roles at organizations such as digital health point solutions, carriers, third-party administrators (TPAs), consultants, population health management firms, or related fields is preferred.

🏖️ Benefits

• Bonus • Equity • Remote-first culture • 401(k) savings plan through Fidelity • Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance) • Paid Time Off ("PTO") and Discretionary Time Off (“DTO”) • 12 weeks of 100% Paid Parental leave • Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies. • Work-From-Home reimbursement to support team collaboration home office work