Sr. Client Success Manager

About The Role

The Sr. Client Success Manager is a customer success professional responsible for achieving Retention, Upsell and NPS targets for key strategic accounts in addition to other key OKRs. The Sr. CSM plays a critical role in cultivating client relationships serving as a trusted advisor, understanding and advancing client strategy aligned to Included Health services and solutions. The Sr. CSM is an expert in Included Health offerings reselling their value and deepening the partnership between the client and IH by providing strategic thought leadership and business insights showcasing member outcomes and progress towards client ROI.

Responsibilities

• Portfolio Management: Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 15m ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership.
• Client Goals & Strategy: 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.
• Retention & Upsell Plan: 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.
• Member Engagement, Utilization & Marketing: 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.
• Upsell & Expand: Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship.
• Business Reviews: 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.
• Relationship: 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.
• Client Onboarding: Understands client contractual commits, partners with client to establish recurrent partnership connects and business reviews. Ensures client expectations are well managed and effectively aligned to contract. Serves as the internal IH client advocate. Represents CS in Launch Command activities.
• Renewal Management: 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.
• Escalation Management: Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH.
• CS Operations & Other Tasks: 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.
• CS Mentorship & Initiatives: Serves as a mentor to CS colleagues helping them onboard and become more proficient.. Participate in special projects to improve effectiveness of CS, and client and member experience as needed.
  
  

Qualifications

• Customer Success: 10 years client success experience serving Fortune 100 clients with expertise in benefits and healthcare.
• Communication: 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.
• Results: Ability to work cross-functionally to deliver client contractual commitments and results.
• Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships.
• Data Driven: Analyze and interpret data deriving insights that support value delivery for clients.
• Change Agent: 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.
• Passion: Driven by Included Health’s mission of raising the standard of health care for everyone.
• Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver.
• Travel: Ability to travel up to 25%
• Location: Flexible, with preference for major metro areas in the US
  
  

The United States new hire base salary target ranges for this full-time position are:

Zone A: $128,100 - $190,500 equity benefits

Zone B: $106,700 - $158,750 equity benefits

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share your geographic zone alignment upon inquiry.

In addition to earning a base salary, this role is eligible for a performance-based bonus. Details of the Annual Bonus Plan, including performance metrics, target incentives, and potential earnings, will be discussed during the interview process.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following:

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents

Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO")

12 weeks of 100% Paid Parental leave

Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance

Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)

11 Holidays Paid with one Floating Paid Holiday

Work-From-Home reimbursement to support team collaboration and effective home office work

24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.