Senior Client Success Manager, Health Plans

Employment Type: Full-Time

Position Overview

The Senior Client Success Manager, Health Plans is a customer success professional responsible for achieving Retention, Upsell, and Net Promoter Score (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 will understand and advance client strategy that aligns to Included Health's services and solutions. They are an expert in Included Health offerings, reselling value and deepening our partnerships with clients. They provide strategic thought leadership and business insights that showcase member outcomes and progress towards client ROI.

Responsibilities

Portfolio Management

• Manage a portfolio of large, complex clients with revenue under management of 5m+ ARR.
• Resell the value of Included Health (IH) services and solutions while seeking opportunities to deepen the partnership.

Client Goals & Strategy

• Develop a deep understanding of client strategy.
• Partner with clients to develop measurable goals and define desired business outcomes for their relationship with IH.

Retention & Upsell Plan (RUP)

• Establish and maintain a Retention and Upsell Plan (RUP) for each assigned client.
• Engage internal partners to intentionally drive client health, including member utilization and client ROI, to meet client expectations and deliver on contractual commitments.

Member Engagement, Utilization & Marketing

• Consult with clients, encouraging alignment to IH Marketing Best Practices.
• Partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.

Upsell & Expand

• Resell the value of IH services, products, and solutions.
• Identify and promote upsell opportunities while seeking opportunities to expand and deepen the relationship.

Business Reviews

• Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures, including member engagement, utilization, clinical impact, PGs, and ROI.
• Demonstrate a strategic command of the client's experience and link results to the client's desired business outcomes and goals.

Relationship Management

• Conduct recurrent Partnership Connect meetings with daily client contacts, galvanizing the partnership and creating a trusted advisor bond.
• Cultivate professional relationships and trusted advisor status with client executives and consultants.
• Collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment.

Client Onboarding

• Understand client contractual commitments and ensure client expectations are well managed and effectively aligned to the contract.
• Serve as the internal IH client advocate and represent Client Success in Implementation activities.

Renewal Management

• Negotiate price increases at renewal, actively seeking opportunities to expand IH services and offerings.
• Ensure the renewal is completed with the most-current IH contract terms.

Escalation Management

• Mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH.

CS Operations & Other Tasks

• Maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies.
• Document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations.

CS Mentorship & Initiatives

• Serve as a mentor to CS colleagues, helping them onboard and become more proficient.
• Participate in special projects to improve the effectiveness of CS, and client and member experience as needed.

Qualifications

• 7+ years of client success experience serving Health Plan clients.
• Corporate experience.