Business Leadership Responsibilities:

• Accountable for the retention of the complete portfolio of Health Plan clients and driving growth through expansions and upsells.
• Execute account management strategies and practices across the portfolio, anticipating risks and deploying offensive tactics to mitigate churn.
• Achieve and optimize team performance against key metric targets including client engagement, employee engagement, client ROI, CSAT, NPS, NRR, GRR and other OKRs.
• Instill operational rigor within the team to drive consistency of CS practice, client engagement execution and organizational scalability.

Team Leadership Responsibilities:

• Lead and Develop a Client Success team to deliver on key objectives and key results (revenue retention, client NPS, up-sells, etc.).
• Provide guidance and coaching to drive individual accountability across the client life cycle, including: building client account plans, managing client ROI and contractual obligations (Performance Goals), coach and support CS team on relationship health and identifying expansion opportunities developing renewal plans and risk mitigation plans, ensure utilization of key enablement tools and systems (e.g. CRM and CS platform), and support client escalations.
• Promote a culture of trust, accountability, engagement, inclusivity and high performance, proactively establishing staffing plans to exceed client expectations.
• Recruit, hire and train and develop CS team members as the business scales.

Client Responsibilities:

• Develop and maintain C-level and senior-level client relationships at key health plan accounts and network with high potential prospects.
• Serve as Executive Sponsor for key health plan accounts, leading and participating in strategy meetings, key business reviews, and serving as point of escalation as needed.
• Partner with CS team to cultivate champions among primary stakeholders (product leads, marketing teams, executive teams) at client organizations.

Internal Collaboration Responsibilities:

• Report to the VP Client Success and collaborate across the CS organization identifying and scaling consistency in our CS Practices.
• Collaborate with internal teams (product, data analytics, engagement, care team) to share client feedback and industry knowledge; contribute to the development of innovative solutions for clients.
• Drive resolution of client escalations; orchestrate internal resources to deliver for the CS team and client.
• Serve as client advocate; champion clients’ needs and represent their interests in critical issue resolution.
• Partner closely with product/clinical leadership and others to ensure that the product roadmap aligns with clients’ needs.
• Lead continuous improvement and innovation to optimize client health.

Position Requirements:

• 10+ years experience leading and scaling high-functioning CS teams.
• 8+ years experience working and contracting with health plans in client-facing / client success roles.
• Deep understanding of the healthcare ecosystem, with a specific expertise in the nuances and intricacies of health plans.
• Experience leading 7-figure relationships with national, regional and Blues plans.
• A “commercial mindset” and deep business acumen to help the company and its clients meet growth goals and strategic imperatives.
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing Health Tech company where evolution and innovation is the norm.
• Bias for action. Strong results orientation and track record of exceeding goals.
• Ability to inspire and generate excitement across a team and drive commitment to a vision.
• Sharp business acumen and executive presence in high stakes and high pressure engagements.
• Coaching and strategy skills to help teams articulate a compelling value proposition, deliver insights, and manage difficult conversations.
• Entrepreneurial at your core; ability to innovate, think creatively, and solve complex problems.
• Passion for the Included Health mission of raising the standard of health care for everyone.
• Willingness to travel (estimated 30%).