Senior Client Success Manager

Summary

Join Included Health as a Senior Client Success Manager, Health Plans and cultivate strong relationships with key clients. You will manage a portfolio of large, complex clients, developing and implementing strategies to achieve retention, upsell, and Net Promoter Score (NPS) targets. Responsibilities include developing client goals, creating retention and upsell plans, driving member engagement, and conducting business reviews. You will also be responsible for client onboarding, renewal management, and escalation management. This role requires strong communication, analytical, and problem-solving skills, along with deep understanding of the health plan landscape. The position offers a competitive salary and benefits package, including remote work options.

Requirements

• 7+ years client success experience serving Health Plan clients
• Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related
• Deep understanding of the Health Plan client landscape, key stakeholders and decision makers
• Executive level communication ability that showcases a compelling value proposition, delivers insights, and manages difficult conversations
• Ability to work internally across functions to achieve client contractual commitments and results
• Proven ability analyzing and interpreting data - deriving insights that support value delivery for clients
• Solution focused, curious, lifelong learner, optimistic problem solver
• Travel up to 25%
• 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

• Portfolio Management: You will manage a portfolio of large, complex clients with revenue under management of 5m+ ARR, reselling the value of IH services and solutions while seeking opportunities to deepen the partnership
• Client Goals & Strategy: You will develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with IH
• Retention & Upsell Plan: You will establish and maintain a Retention and Upsell Plan (RUP) for each assigned client. And, you will engage internal partners to intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments
• Member Engagement, Utilization & Marketing: You will consult with clients encouraging alignment to IH Marketing Best Practices. You will partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments
• Upsell & Expand: You will resell the value of IH services, products and solutions, identifying and promoting upsell opportunities while seeking opportunities to expand and deepen the relationship
• Business Reviews: You will 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: You will conduct recurrent Partnership Connect meetings with daily client contacts galvanizing the partnership and creating a trusted advisor bond. You will cultivate professional relationships and trusted advisor status with client executives and consultants. You will collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment
• Client Onboarding: You will understand client contractual commits and ensure client expectations are well managed and effectively aligned to contract. You will serve as the internal IH client advocate and represent Client Success in Implementation activities
• Renewal Management: You will negotiate price increase at renewal, actively seeking opportunities to expand IH services and offerings while ensuring the renewal is completed with most-current IH contract terms
• Escalation Management: You will mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH
• CS Operations & Other Tasks: You will maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies. You will document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations
• CS Mentorship & Initiatives: You will serve as a mentor to CS colleagues helping them onboard and become more proficient. You will 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)
• 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