Director, Client Success

Job description

The Director, Client Success is a commercially focused and tenured Client Success responsible for leading a team of individual contributors that cover a small portfolio of strategic clients with ARR of +$50M. They are accountable for retention, upsell and NPS targets in addition to other important OKRs for their portfolio. They establish and advance a clear and comprehensive three-year strategy for each of their accounts. They lead the account, playing a critical role in guiding, developing and managing the CS professionals aligned to each client, holding them accountable for client-specific deliverables while advancing the client strategy and achieving desired business outcomes. They are an expert in Client Success practices as well as Included Health offerings and they have a broad understanding of employer/payor healthcare benefits strategy. They have successfully developed relationships with senior level client contacts (employers and/or public agencies), insurance carriers, benefits vendors and consultant partners.

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.

Qualifications:

• 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. Public sector experience is not required, but preferred.
• 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.

Physical/Cognitive Requirements:

• 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.

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

Zone A: $149,450 - $211,100 + equity + benefits

Zone B: $164,395 - $232,210 + equity + benefits

Zone C: $179,340 - $253,320 + equity + benefits

Zone D: $194,285 - $274,430 + 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.

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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 with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.

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 with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.