Director, Client Success

🕒 May 20

🌵 Arizona, California, +8 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🏛️ District of Columbia – Remote 🌽 Illinois – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote 🤠 Texas – Remote ☕ Washington – Remote

💵 $170k - $228k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

SaaS • B2B • 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

• Define and evolve the Client Success service model for a portfolio-based segment, including segmentation, coverage approach, engagement cadences, and value-delivery motions for lower-ACV clients. • Design scalable ways for clients to experience the value of Included Health without relying on high-frequency 1:1 touchpoints. • Establish clear standards for how CSMs prioritize portfolios, manage risk, and deliver consistent client outcomes at scale. • Lead, coach, and develop a team of Client Success Managers responsible for a large portfolio of clients. • Ensure the team drives client adoption, value realization, and renewal readiness across the portfolio. • Partner cross-functionally with Sales, Product, Marketing, Operations, and Finance to improve the end-to-end client experience.

🎯 Requirements

• 8+ years of experience in customer success, account management, client services, or related client-facing roles, preferably in healthcare, benefits, or SaaS environments • 5+ years of people leadership experience managing client-facing teams • Demonstrated success designing or scaling service models, portfolio coverage strategies, or operational frameworks in a growing organization • Proven ability to balance strategic thinking with execution and operational follow-through • Strong experience using data to drive prioritization, process improvement, and business decisions • Excellent written and verbal communication skills, including the ability to influence cross-functional stakeholders and senior leaders • Strong coaching, performance management, and team development capabilities • Experience partnering effectively across Sales, Product, Marketing, Finance, and Operations • Comfort operating in a fast-paced environment with changing priorities and evolving business needs • Bachelor’s degree or equivalent experience preferred

🏖️ Benefits

• Bonus • Commission • 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