Senior Client Success Manager

Overview

The Senior Client Success Manager, Enterprise, is entrusted with maintaining exceptional client relationships while driving retention, upselling, and net promoter score (NPS) achievements for a portfolio of enterprise clients. This role involves strategic advisory, understanding client business goals, and aligning Included Health's solutions to maximize client outcomes and ROI through expert product knowledge and partnership development.

Key Responsibilities

• Oversee a portfolio of complex client accounts, consistently promoting Included Health's services and seeking growth opportunities through upsell and expanded engagements.
• Collaborate with clients to deeply understand and support their strategic objectives, formulating measurable goals aligned with Included Health offerings.
• Develop and implement retention and upsell plans for each client, coordinating internal teams to optimize member engagement and client return on investment, ensuring contractual obligations are met.
• Advise clients on member engagement strategies and partner with marketing teams to execute comprehensive outreach aligned with contractual expectations.
• Identify and act upon upsell opportunities to broaden service adoption and deepen client partnerships.
• Conduct regular business reviews to communicate progress against shared success metrics including member utilization, clinical impacts, and financial returns.
• Facilitate recurring Partnership Connect sessions to nurture trusted advisor relationships with client executives and consultants, working collaboratively with vendors to enhance the member experience.
• Manage client onboarding by aligning deliverables with contractual commitments, representing Client Success in implementation phases.
• Lead renewal negotiations, focusing on price adjustments and service expansion aligned with the latest contract terms.
• Address and resolve escalations, proactively involving cross-functional teams to protect client retention and advance client strategies.
• Maintain accurate client records in CRM systems and document all engagements and commitments thoroughly.
• Provide mentorship to Client Success team members to accelerate their development and participate in initiatives geared toward improving client and member experience.

Qualifications

• At least 7 years of experience in client success, with a focus on mid to large enterprise clients.
• Background in industries such as navigation services, digital health solutions, insurance carriers, consulting, or population health management.
• Comprehensive knowledge of employer benefits, including key stakeholders and decision-makers.
• Exceptional executive communication skills, delivering compelling value propositions and managing complex discussions.
• Proven ability to collaborate effectively across internal functions to meet contractual client commitments.
• Strong data analysis skills to derive actionable insights that demonstrate value to clients.
• A solution-oriented, curious mindset with enthusiasm for continuous learning and problem solving.
• Willingness to travel up to 25% of the time.

Compensation & Benefits

This full-time role offers a base salary ranging from 116050 to 167112 USD annually, determined by geographic location, skills, and experience within defined labor market zones across the United States.

Additional benefits may include bonuses, equity participation, a remote-first work culture, Fidelity 401(k) plans, comprehensive medical, vision and dental insurance including disability coverage, generous PTO/DTO policies, 12 weeks of fully paid parental leave, family-building assistance including fertility coverage and adoption/surrogacy financial support, and work-from-home expense reimbursements.

About Included Health

Included Health is dedicated to transforming healthcare by providing integrated virtual care and navigation services. Their mission is to enhance healthcare standards for all individuals regardless of health status or care needs, offering access to personalized virtual and in-person medical services ranging from acute and chronic care to behavioral and specialty treatments.

Diversity and Inclusion

They are an Equal Opportunity Employer committed to fair hiring without discrimination based on legally protected characteristics, and compliant with fair chance hiring laws related to criminal histories.

Technology in Hiring

Included Health integrates AI-assisted tools to streamline their hiring processes, with final hiring decisions made solely by recruiting and hiring managers.