200+ applicants

Company

Original Job Post

Included Health · 3 days ago

Client Success Executive

United States

Full-time

Hybrid

Executive

$151K/yr - $230K/yr

10+ years exp

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Responsibilities

Portfolio Management: Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 15m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership.

Client Goals & Strategy: 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.

Retention & Upsell Plan: Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively drive client health including member utilization and client ROI.

Member Engagement, Utilization & Marketing: 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.

Upsell & Expand: Resell the value of Included Health services, products, and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship.

Business Reviews: Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI.

Relationship: Conduct recurrent Partnership Connect meetings with day-to-day client contacts, cultivating professional relationships and trusted advisor status with client executives and consultants.

Client Onboarding: Understand client contractual commits, partners with clients to establish recurrent partnership connects and business reviews. Ensures client expectations are well managed and effectively aligned to contract.

Renewal Management: 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.

Escalation Management: 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: Maintain CS and CRM Platforms, document all client interactions and follow-up in appropriate IH systems and to clients via email.

CS Mentorship & Initiatives: Serve as a mentor to CS colleagues, participate in special projects to improve effectiveness of CS, and client and member experience as needed.

Qualification

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Customer successCross-functional collaborationChampion of changeSolution-focusedLifelong learnerOptimistic problem solverCommunicationResultsAccountableData drivenChange agentPassionGrowth mindset

Required

Customer Success: 10+ years client success experience serving Fortune 100 clients with expertise in benefits and healthcare.

Communication: Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. Executive presence, ability to consult with and influence executives.

Results: Ability to work cross-functionally to deliver client contractual commitments and results.

Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships.

Data Driven: Analyze and interpret data deriving insights that support value delivery for clients.

Change Agent: Ability to work autonomously in a fully remote, fast-paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.

Passion: Driven by Included Health’s mission of raising the standard of health care for everyone.

Growth Mindset: Solution-focused, curious, lifelong learner, optimistic problem solver.

Travel: Ability to travel up to 25%

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 ("PTO") and 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 with one Floating Paid Holiday

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