Director, Client Success

Summary

Join Included Health as the Director, Client Success and lead a team managing a portfolio of strategic clients with an ARR exceeding $50M. You will be responsible for client retention, upsell, and Net Promoter Score (NPS) targets, while developing and implementing comprehensive three-year account strategies. This role requires expert knowledge of Client Success practices and Included Health offerings, along with a strong understanding of employer/payor healthcare benefits strategies. You will build and maintain relationships with senior-level client contacts, insurance carriers, and vendors. The position involves leading and managing a team, collaborating with internal resources, and driving utilization and ROI across Included Health's services. Success in this role requires achieving business results to ensure client renewal.

Requirements

• 12 years of experience in Client Success/Account Management in the Benefits/Healthcare space
• Corporate experience working at a navigator, digital health point solution, carrier, consultant, case/care management firm
• Experience providing services to Fortune 100 clients or other large group plans
• Proven experience delivering large, complex projects that exceed client expectations
• Experience using data to drive projects to completion while building strong relationships in the process
• Experience building enduring professional relationships for your firm at the executive level
• Experience delivering a compelling value proposition, client insights, and managing difficult conversations
• Experience anticipating and resolving issues, thinking creatively, and solving complex problems with practical and reasonable solutions
• Experience using Salesforce and other using key account management platforms
• Ability to travel (estimated 25%)
• Located in a major metro area in the United States - Preference for Western United States
• 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

Responsibilities

• You will be the senior relationship owner for a small group of strategic employer client accounts
• You will be the voice of the client within Included Health, articulating the account strategy to align and orchestrate internal resources to deliver an exceptional client experience
• You will lead and manage a team through ambiguity, helping your teams tolerate change while prioritizing client deliverables
• You will assess client strategy, needs and goals consistently to ensure that Included Health and the Client have a shared definition of success
• You will collaborate with insurance carriers and other vendors in the benefits ecosystem to ensure that we optimize the member experience and the client investment
• You will drive utilization and ROI across Included Health's services to meet client expectations and contractual commitments
• You will partner with analytics and deliver regular customer reports on member engagement, utilization, clinical impact and ROI
• You will partner with growth marketing team to deliver and execute a robust engagement strategy
• You will partner with product and engineering technical resources on new solutions/changes to ensure alignment with client expectations
• You will partner with member services, member care operations and clinical leaders to ensure operational alignment with client expectations
• You will achieve business results to ensure client renewal

Preferred Qualifications

Public sector experience is not required, but preferred

Benefits

• 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