Included Health is hiring a
Client Success Manager, Remote - Worldwide

Summary

The Client Success Manager role at Included Health involves managing a portfolio of large, complex clients, developing client goals and strategies, establishing retention and upsell plans, fostering member engagement, reselling the value of Included Health services, conducting business reviews, cultivating professional relationships, participating in special projects to improve effectiveness, and maintaining CS and CRM platforms. The role requires 5+ years of client success experience serving Fortune 500 clients with expertise in benefits and healthcare, exceptional communication skills, ability to work cross-functionally, data-driven mindset, change agent mentality, passion for Included Health's mission, growth mindset, and the ability to travel up to 25%. The role offers a competitive base salary, performance-based bonus, commission based on work performance and sales achievements, remote-first culture, comprehensive medical, vision, and dental coverage, telemedicine services, generous Paid Time Off (PTO), 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, 11 Holidays Paid, Work-From-Home reimbursement, 24 hours of Paid Volunteer Time Off (“VTO”) Per Year, and Equal Opportunity Employer status.

Requirements

• 5+ years client success experience serving Fortune 500 clients with expertise in benefits and healthcare
• Exceptional written and verbal communication skills. Exceptional presentation skills
• Ability to work cross-functionally to deliver client contractual commitments and results
• Take personal accountability for decisions, actions, and processes needed to support long term client relationships
• Analyze and interpret data deriving insights to inform decision making
• Change agent mentality with a passion for Included Health's mission
• Growth mindset with a willingness to learn and adapt
• Ability to travel up to 25%

Responsibilities

• Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 3m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership
• 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
• 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
• 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
• Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship
• 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
• 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
• Understands client contractual commitments, partners with clients to establish recurrent partnership connections and business reviews. Ensures client expectations are well managed and effectively aligned to contract
• 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
• Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH
• Participate in special projects to improve effectiveness of CS, and client and member experience as needed

Benefits

• 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 (
• 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
• 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