[Hiring] Client Success Principal @Included Health

Role Description

The Client Success Principal role is a customer success professional responsible for achieving Retention, Upsell and NPS targets for their portfolio of customers in addition to other objectives and key results. This individual contributor plays a critical role in cultivating client relationships and serves as a trusted advisor to them. They understand and advance client strategy that aligns to Included Health's services and solutions.

• Portfolio Management: Manage a portfolio of complex clients reselling the value of IH services and solutions while seeking opportunities to deepen the partnership through upsell and expansion.
• 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 IH.
• Retention & Upsell Plan: Establish and maintain a Retention and Upsell Plan for each assigned client, engaging internal partners to intentionally drive client health including member utilization and client ROI.
• Member Engagement, Utilization & Marketing: Consult with clients encouraging alignment to IH Marketing Best Practices and partner with the IH Marketing team to define and execute a holistic member engagement strategy.
• Upsell & Expand: Resell the value of IH services, products and solutions, identifying and promoting upsell opportunities.
• Business Reviews: Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures.
• Relationship: Conduct recurrent Partnership Connect meetings with daily client contacts, cultivating professional relationships and trusted advisor status with client executives and consultants.
• Client Onboarding: Understand client contractual commitments and ensure client expectations are well managed.
• Renewal Management: Negotiate price increases at renewal, actively seeking opportunities to expand IH services.
• Escalation Management: Mitigate churn risk and engage cross-functional IH business partners to advance client strategy.
• CS Operations & Other Tasks: Maintain CS and CRM Platforms, documenting all client interactions and follow-up.
• CS Mentorship & Initiatives: Serve as a mentor to CS colleagues and participate in special projects to improve effectiveness of CS.

Qualifications

• 7+ years client success experience serving mid to large enterprise clients.
• Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related.
• Deep understanding of the employer benefit 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%.

Requirements

• The base salary range for this full-time position is $127,660.00 - $167,112.00 per year in the United States.
• This posted range reflects the portion of our internal salary band that is currently funded for new hires in this role across our standard labor markets (Zones A–C).
• Individual pay is determined by work location, skills, experience, and internal equity.

Benefits

• Bonus
• Equity
• 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

Company Description

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.