Director, Client Success

Employment Type: Full-Time

Location Type: (Not Specified) Salary:

• Zone A: $149,450 - $211,100 + equity + benefits
• Zone B: $164,395 - $232,210 + equity + benefits

Position Overview

The Director, Client Success is a commercially focused and tenured Client Success professional responsible for leading a team of individual contributors. This role manages a small portfolio of strategic clients with Annual Recurring Revenue (ARR) of +$50M. The Director is accountable for retention, upsell, and Net Promoter Score (NPS) targets, in addition to other important Objectives and Key Results (OKRs) for their portfolio. They establish and advance a clear and comprehensive three-year strategy for each of their accounts. This role leads the account, guiding, developing, and managing the Client Success professionals aligned to each client, holding them accountable for client-specific deliverables while advancing the client strategy and achieving desired business outcomes. The Director is an expert in Client Success practices and Included Health offerings, with 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

• Serve as the senior relationship owner for a small group of strategic employer client accounts.
• Act as the voice of the client within Included Health, articulating the account strategy to align and orchestrate internal resources to deliver an exceptional client experience.
• Lead and manage a team through ambiguity, helping them tolerate change while prioritizing client deliverables.
• Consistently assess client strategy, needs, and goals to ensure Included Health and the Client have a shared definition of success.
• Collaborate with insurance carriers and other vendors in the benefits ecosystem to optimize the member experience and client investment.
• Drive utilization and ROI across Included Health's services to meet client expectations and contractual commitments.
• Partner with analytics to deliver regular customer reports on member engagement, utilization, clinical impact, and ROI.
• Partner with the growth marketing team to deliver and execute a robust engagement strategy.
• Partner with product and engineering technical resources on new solutions/changes to ensure alignment with client expectations.
• Partner with member services, member care operations, and clinical leaders to ensure operational alignment with client expectations.
• 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.
• Experience building enduring professional relationships 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 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.