Reporting to the Director, Client Success the Client Success Manager (CSM) is a customer success professional responsible for achieving Retention, Upsell and NPS targets for strategic accounts. As an individual contributor, they develop client relationships, serve as a trusted advisor, and understand and advance client strategy through Included Health's services and solutions. Sr. CSMs provide strategic expertise and business insights that showcase member outcomes and client return on investment, ultimately deepening our partnerships and allowing for resell opportunities.

Responsibilities

Portfolio Management: You'll manage a portfolio of large, complex clients and support $3M+ in ARR. You'll also develop measurable goals and defined outcomes for their relationship with IH.
Retention, Upsell & Renewal: You'll establish and maintain a Retention and Upsell Plan (RUP) for each assigned client and negotiate price increases at renewal, ensuring the renewal meets IH contract terms.
Member Engagement, Utilization & Marketing: You'll help align clients to IH marketing best practices and deliver a holistic member engagement strategy that increases utilization, engagement, clinical impact, PGs and ROI.
Connect With Clients and Partners: You'll be a trusted advisor through Partnership Connect meetings with day-to-day client contacts and regular Business Reviews. You'll also collaborate with vendors in the benefits ecosystem to improve the member experience and your client investment.
Client Onboarding: You'll bring our contractual commitments to life by managing client expectations and representing Client Success in launch activities.
Escalation Management: You'll mitigate churn risk and engage internal IH partners in that pursuit while advocating for the client within IH.
CS Operations & Client Notekeeping: You'll maintain CS and CRM Platforms following team best practices, documenting client interactions and appropriate follow-up.
CS Mentorship & Initiatives: You'll help CS colleagues onboard and become more proficient in role. And, you'll participate in special projects to improve CS, and client and member experience.

Qualifications

5+ years of client success experience serving Fortune 500 clients with expertise in benefits and healthcare.
Experience communicating a compelling value proposition, delivering insights, and managing difficult conversations internally and externally to executives.
Experience delivering on client contractual commitments via internal collaboration.
Experience being responsible for decisions, actions, and processes needed to support deep client relationships.
Experience analyzing data to derive insights that support value delivery for clients.
Ability to navigate a dynamic environment and be an advocate for informed change.
Previous corporate experience at organizations focused on digital health point solutions, carriers, third-party administrators (TPAs), consultants, population health management firms, or related fields.
You may travel up to 25%.
Passion for Included Health's mission of raising the standard of health care for everyone.
Comfortable working remotely with preference for major metro areas in the U.S.

Physical/Cognitive Requirements

Prompt and regular attendance at assigned work location.
Capability to remain seated in a stationary position for prolonged periods.
Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.
No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer or laptop) may be required.
Capability to work with leadership, employees, and members in an appropriate manner.

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

Zone A: $85,320 - $110,910 + equity + benefits

Zone B: $98,118 - $127,550 + equity + benefits

Zone C: $106,650 - $138,640 + equity + benefits

Zone D: $110,916 - $144,180 + 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 you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of 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 great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.

Benefits & Perks:

In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:

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

Your recruiter will share more about the salary range and benefits package for your role during the hiring process.

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.

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.

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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.

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