Client Success Principal

🕒 September 30

🌵 Arizona, California, +8 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🌽 Illinois – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $127.7k - $167.1k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Achieve Retention, Upsell, and NPS targets for a portfolio of customers • Manage complex client portfolios, resell Included Health services and solutions, and identify upsell and expansion opportunities • Develop client strategy, measurable goals, and desired business outcomes • Establish and maintain Retention and Upsell Plans and drive member utilization and client ROI • Consult with clients and partner with the marketing team on holistic member engagement strategies • Deliver recurrent business reviews covering member engagement, utilization, clinical impact, PGs, and ROI • Conduct Partnership Connect meetings and cultivate trusted-advisor relationships with client contacts, executives, consultants, and benefits ecosystem vendors • Support client onboarding and implementation as the internal client advocate • Negotiate renewal price increases and expand services and offerings • Mitigate churn risk and manage escalations with cross-functional business partners • Maintain CS and CRM platforms and document client interactions and follow-up • Mentor CS colleagues and participate in initiatives improving Client Success and client/member experience

🎯 Requirements

• 7+ years client success experience serving mid to large enterprise clients • Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related • Deep understanding of the employer benefit landscape, key stakeholders and decision makers • Executive level communication ability that showcases a compelling value proposition, delivers insights, and manages difficult conversations • Ability to work internally across functions to achieve client contractual commitments and results • Proven ability analyzing and interpreting data and deriving insights that support value delivery for clients • Solution focused, curious, lifelong learner, optimistic problem solver • Travel up to 25%

🏖️ 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