Client Success Manager

Job Summary: Reporting to the Director, Client Success the Client Success Manager (CSM) is a customer success professional responsible for achieving Retention, Upsell and NPS targets for strategic accounts. As an individual contributor, they develop client relationships, serve as a trusted advisor, and understand and advance client strategy through Included Health's services and solutions. Sr. CSMs provide strategic expertise and business insights that showcase member outcomes and client return on investment, ultimately deepening our partnerships and allowing for resell opportunities.

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.

Qualifications

• 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.

Physical/Cognitive Requirements

• 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.

The United States new hire base salary target ranges for this full-time position are:
Zone A: $85,320 - $110,910 + equity + benefitsZone B: $98,118 - $127,550 + equity + benefitsZone C: $106,650 - $138,640 + equity + benefitsZone D: $110,916 - $144,180 + 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