[Remote] Senior Client Success Manager at Included Health

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

7+ years of relevant experience
Commercially focused and experienced individual contributor
Accountable for daily activities of large, complex clients
Ensures retention, upsell, NPS, and OKR targets are met
Client-centric with experience anticipating and resolving issues
Thinks creatively and solves complex problems with practical solutions
Understands client needs and works with internal partners to meet expectations, documented daily
Broad understanding of employer/payor healthcare benefits strategy
Developed successful relationships with all levels of client contacts (employers, public agencies, insurance carriers, benefits vendors, consultant partners)

Responsibilities

Serve as one of two senior client success managers for a small portfolio of large, complex clients with 30M+ ARR
Develop deep understanding of client strategy and contractual terms; partner with clients, health plans, and internal partners to implement strategies supporting desired outcomes
Promote client needs to internal partners to meet expectations within Included Health platform parameters
Partner with internal teams (analytics, implementation, product, marketing, care team operations)
Establish and maintain Retention and Upsell Plan (RUP) for each client; engage partners to drive client health
Resell value of Included Health services, products, and solutions; identify and cultivate upsell opportunities
Consult with clients to encourage alignment with IH marketing best practices
Partner with IH marketing to define and execute holistic member engagement strategy aligned to contracts
Lead virtual benefits fair presentations and attend member events
Deliver recurring business reviews and reports on shared success measures (member engagement, utilization, clinical impact, PGs, ROI); link results to client outcomes
Collaborate with analytics team to create reports using Looker
Cultivate professional relationships and trusted advisor status with clients and consultants
Collaborate with health plans and vendors to optimize member experience and client investment
Partner with IH Implementation team and client to manage expectations aligned to contract and strategy
Support renewal and annual contracting efforts, including negotiations, expansions, and current terms
Mitigate churn risk; engage internal partners to advance client strategy and act as client advocate
Work with care operations (including member services) and clinical for continuous improvement and meeting expectations
Provide tactical support for high-impact operational projects and escalations
Maintain CS and CRM platforms per leadership expectations and playbooks; document all interactions
Manage key cross-functional projects with internal partners; prep teams for client meetings (scheduling, documents)

Skills

Key technologies and capabilities for this role

Client SuccessAccount ManagementClient RetentionUpsellHealthcare BenefitsStakeholder ManagementCross-Functional CollaborationAnalyticsContract ManagementNPSOKRMarketing Best Practices

Questions & Answers

Common questions about this position

What is the reporting structure for the Senior Client Success Manager?

The role reports to the Director, Client Success and serves as one of two senior client success managers on a team managing a small portfolio of large, complex clients.

What type of clients will I be managing in this role?

You will manage a small portfolio of large, complex clients with revenue under management of 30M+ ARR.

What salary or compensation does this position offer?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What experience makes a strong candidate for this role?

Strong candidates are commercially focused individual contributors with experience managing large complex clients, broad understanding of employer/payor healthcare benefits strategy, and proven ability to build relationships across all levels of client contacts including employers, agencies, carriers, vendors, and consultants.

Included Health

Healthcare advocacy and specialized care services

About Included Health

Included Health focuses on enhancing the healthcare experience for individuals who often face challenges in accessing quality care. The company provides a variety of services, including primary care, behavioral health, and virtual care, ensuring that members receive timely and appropriate treatment. Their model emphasizes 24/7 on-demand care with a diverse group of providers, allowing for personalized support tailored to complex health needs. Unlike many competitors, Included Health prioritizes underserved populations and partners with employers and consultants to deliver comprehensive healthcare solutions that not only improve health outcomes but also help reduce costs. The ultimate goal of Included Health is to make quality healthcare accessible and understandable for everyone, particularly those who have been overlooked by traditional healthcare systems.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$337.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

HealthcareIndustries

51-200Employees

Benefits

Along with comprehensive medical, dental and vision plans; all employee spouses and children can access Included Health services at no cost. For time off, take it when you need it with our unaccrued discretionary time off for all exempt employees.

Risks

Competition from Teladoc and Amwell threatens market share.

Post-merger integration challenges could affect service delivery.

Regulatory scrutiny on telehealth may impact operational flexibility.

Differentiation

Included Health offers integrated primary and behavioral health services.

They provide 24/7 on-demand care with diverse providers.

Their data-driven approach enhances healthcare outcomes and reduces costs.

Upsides

Rising demand for telehealth boosts Included Health's virtual care services.

Employers investing in healthcare benefits expand Included Health's client base.

Value-based care models align with Included Health's focus on outcomes.

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