Director, Client Success

🕒 il y a 15 jours

🌵 Arizona, California, +8 états de plus – Distant

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

💵 $170 000 - $228 000 / an

⏰ Temps Plein

🔴 Expert

🏆 Customer Success

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Included Health

Site WebLinkedInTous les Emplois

1001 - 5000 employés

☁️ SaaS

🤝 B2B

👥 RH Tech

SaaS • B2B • HR Tech

Included Health est une entreprise de technologie de la santé qui offre des soins de santé primaires, urgents et comportementaux personnalisés, axés sur les employeurs et les régimes de santé, via une application unique et un réseau de services virtuels et en personne. Elle combine des outils propulsés par l'IA et des équipes de soins humaines pour fournir une coordination des soins 24h/24 et 7j/7, un soutien à la facturation et aux réclamations, des seconds avis par des spécialistes de premier plan, et un soutien en santé mentale, dans le but de réduire les coûts de santé pour les employeurs et d'améliorer l'expérience et l'inclusivité des membres.

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.

🎯 Exigences

• 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

🏖️ Avantages

• 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