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Company

Included Health · 3 hours ago

Client Success Manager

United States

Full-time

Remote

Mid, Senior Level

$85K/yr - $111K/yr

5+ years exp

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Responsibilities

Portfolio Management: You'll manage a portfolio of large, complex clients and support $3M+ in ARR. You'll also develop measurable goals and defined outcomes for their relationship with IH.

Retention, Upsell & Renewal: You'll establish and maintain a Retention and Upsell Plan (RUP) for each assigned client and negotiate price increases at renewal, ensuring the renewal meets IH contract terms.

Member Engagement, Utilization & Marketing: You'll help align clients to IH marketing best practices and deliver a holistic member engagement strategy that increases utilization, engagement, clinical impact, PGs and ROI.

Connect With Clients and Partners: You'll be a trusted advisor through Partnership Connect meetings with day-to-day client contacts and regular Business Reviews. You'll also collaborate with vendors in the benefits ecosystem to improve the member experience and your client investment.

Client Onboarding: You'll bring our contractual commitments to life by managing client expectations and representing Client Success in launch activities.

Escalation Management: You'll mitigate churn risk and engage internal IH partners in that pursuit while advocating for the client within IH.

CS Operations & Client Notekeeping: You'll maintain CS and CRM Platforms following team best practices, documenting client interactions and appropriate follow-up.

CS Mentorship & Initiatives: You'll help CS colleagues onboard and become more proficient in role. And, you'll participate in special projects to improve CS, and client and member experience.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Client Success ExperienceBenefits ExpertiseHealthcare KnowledgeData AnalysisValue Proposition CommunicationContractual Commitment DeliveryDigital Health SolutionsClient Relationship ManagementDynamic Environment NavigationCorporate ExperienceSoft Skills

Required

5+ years of client success experience serving Fortune 500 clients with expertise in benefits and healthcare.

Experience communicating a compelling value proposition, delivering insights, and managing difficult conversations internally and externally to executives.

Experience delivering on client contractual commitments via internal collaboration.

Experience being responsible for decisions, actions, and processes needed to support deep client relationships.

Experience analyzing data to derive insights that support value delivery for clients.

Ability to navigate a dynamic environment and be an advocate for informed change.

Previous corporate experience at organizations focused on digital health point solutions, carriers, third-party administrators (TPAs), consultants, population health management firms, or related fields.

You may travel up to 25%.

Passion for Included Health's mission of raising the standard of health care for everyone.

Comfortable working remotely with preference for major metro areas in the U.S.

Prompt and regular attendance at assigned work location.

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.

No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer or laptop) may be required.

Capability to work with leadership, employees, and members in an appropriate manner.

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