Director, Client Success Operations

Summary

Join Included Health as the Director, Customer Success Operations and partner with Client Success leadership to develop strategies and provide insights that enable the team to achieve retention and growth goals. You will collaborate with senior leadership on critical organizational programs, work with cross-functional teams (Product, Go-to-Market, Finance, Analytics, Care and Clinical Operations) to improve products, and be part of a team changing healthcare experiences. Responsibilities include driving strategy for a growing Client Success team, tracking and analyzing business metrics, generating executive-level communication, building and analyzing business health dashboards, leveraging data to advise the organization, owning the data platform infrastructure, partnering to solve business challenges, and leading a team. A Bachelor's degree or equivalent experience, 10+ years of relevant experience (5+ in management consulting, startups, investment banking, private equity, or venture capital), experience managing a large team, data analysis skills, relationship-building abilities, and proficiency in spreadsheet analysis and data visualization tools are required. The role offers a competitive salary, equity, and benefits.

Requirements

• Bachelor's degree or equivalent practical experience
• 10+ years of relevant professional experience with at least 5 of those in management consulting, high-growth startups, investment banking, private equity or venture capital
• Experience managing a large, growing team
• Ability to leverage and analyze data
• Proven ability creating effective relationships, while remaining influential and collaborative
• Proficiency in spreadsheet analysis (Excel, Google Sheets), data visualization (Looker, Tableau) and reporting
• Experience with Salesforce as a CRM
• Proven ability reporting out to executive-level stakeholders
• 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

• Drive strategy around optimizing the performance of a large and growing Client Success team
• Own tracking, reporting and analysis of Client Success business metrics including retention, upsell, and pricing
• Generate regular executive-level communication and readouts
• Build, monitor, and analyze the health of Included Health’s overall Client Success businesses through dashboards, ad-hoc analyses, and ongoing ‘run the business’ forums to track performance against business plans
• Leverage data to advise the Client Success organization based on results against current strategies, with a deep focus on continuous improvement and target setting
• Own the data platform infrastructure and tooling for the Client Success team
• Partner with Product, Operations and Finance to solve key business challenges
• Lead a team, including project planning and performance management

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