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Full-Time

Sr. Client Success Manager

Updated on 9/5/2024

Grand Rounds

Grand Rounds

1,001-5,000 employees

Healthcare services for underserved populations

Consulting
Hardware
Healthcare

Compensation Overview

$114.3k - $193.2kAnnually

+ Equity + Bonus + Commission

Senior, Expert

Remote in USA

Category
Customer Success
Customer Success & Support
Required Skills
Communications
Marketing
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 comprehensive support tailored to their needs. Their approach includes 24/7 on-demand care with a diverse team of providers, allowing for timely and appropriate treatment. Unlike many competitors, Included Health emphasizes advocacy for underserved populations, aiming to bridge gaps in the healthcare system. The goal is to improve health outcomes while also reducing costs for employers and consultants who partner with them.

Company Stage

Seed

Total Funding

$348.3M

Headquarters

San Francisco, California

Founded

2020

Growth & Insights
Headcount

6 month growth

-7%

1 year growth

-13%

2 year growth

-18%
Simplify Jobs

Simplify's Take

What believers are saying

  • The merger with Doctor On Demand positions Included Health as a leader in the rapidly growing virtual care market.
  • Significant investment from The Carlyle Group indicates strong financial backing and growth potential.
  • Their focus on underserved populations can lead to meaningful societal impact and job satisfaction for employees.

What critics are saying

  • The competitive landscape in virtual care and telehealth is intense, with numerous well-funded players vying for market share.
  • Integration challenges post-merger with Doctor On Demand could lead to operational inefficiencies.

What makes Grand Rounds unique

  • Included Health uniquely combines primary care, behavioral health, and virtual care into a single, integrated platform, unlike competitors who often focus on one area.
  • Their data-driven approach to healthcare ensures personalized and effective treatment plans, setting them apart from more generic healthcare providers.
  • The merger with Doctor On Demand has created a comprehensive virtual care company, offering a broader range of services than many standalone telehealth providers.

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.