Full-Time

Sr. Client Success Manager

Posted on 11/11/2024

Included Health

Included Health

51-200 employees

Healthcare advocacy and specialized care services

Healthcare

Compensation Overview

$114.3k - $193.2kAnnually

+ Bonus + Commission

Senior

Remote in USA

Flexible location with preference for major metro areas in the US.

Category
Customer Experience
Customer Success
Customer Success & Support
Required Skills
Marketing
Data Analysis
Requirements
  • 10+ years client success experience serving Fortune 100 clients with expertise in benefits and healthcare.
  • Exceptional written and verbal communication skills.
  • Exceptional presentation skills.
  • Ability to articulate a compelling value proposition, deliver insights, and manage difficult conversations.
  • Executive presence, ability to consult with and influence executives.
  • Ability to work cross-functionally to deliver client contractual commitments and results.
  • Take personal accountability for decisions, actions, and processes needed to support long term client relationships.
  • Analyze and interpret data deriving insights that support value delivery for clients.
  • Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.
  • Driven by Included Health's mission of raising the standard of health care for everyone.
  • Solution focused, curious, lifelong learner, optimistic problem solver.
  • Ability to travel up to 25%.
Responsibilities
  • Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 15m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership.
  • Develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with Included Health.
  • Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively and intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments.
  • Consult with clients fostering alignment to IH Marketing Best Practices. Partner with the Included Health's Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.
  • Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship.
  • Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client's experience and linking results to the client's desired business outcomes and goals.
  • Conduct recurrent Partnership Connect meetings with day to day 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.
  • Understands client contractual commits, partners with client to establish recurrent partnership connects and business reviews. Ensures client expectations are well managed and effectively aligned to contract. Serves as the internal IH client advocate. Represents CS in Launch Command activities.
  • Negotiate price increase at renewal, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms.
  • Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH.
  • Maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Playbooks. Document all client interactions and follow-up in appropriate IH systems and to clients via email to deliver on client commitments and document expectations.
  • Serves as a mentor to CS colleagues helping them onboard and become more proficient. Participate in special projects to improve effectiveness of CS, and client and member experience as needed.

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.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$337.5M

Headquarters

San Francisco, California

Founded

2020

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • 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.

What critics are saying

  • Competition from Teladoc and Amwell threatens market share.
  • Post-merger integration challenges could affect service delivery.
  • Regulatory scrutiny on telehealth may impact operational flexibility.

What makes Included Health unique

  • 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.

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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.

INACTIVE