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Salary: USD 127,660 - 167,112 / annual
Included Health is seeking a Client Success Principal to manage a portfolio of complex mid-to-large enterprise clients and drive retention, upsell, and NPS targets. This is a senior individual contributor role focused on cultivating strategic client relationships and serving as a trusted advisor.
Key Responsibilities:
- Manage a portfolio of enterprise clients, reselling Included Health services and solutions while identifying upsell and expansion opportunities
- Develop deep understanding of client strategy and partner to establish measurable goals and desired business outcomes
- Establish and maintain retention and upsell plans for each client, engaging internal partners to drive client health, member utilization, and ROI
- Consult with clients on member engagement strategies aligned to Included Health marketing best practices
- Deliver recurring business reviews demonstrating progress on shared success measures including member engagement, utilization, clinical impact, and ROI
- Conduct partnership meetings with client contacts to strengthen relationships and establish trusted advisor status with client executives
- Manage client onboarding, ensuring contractual commitments are understood and expectations are aligned
- Lead renewal negotiations, seeking price increases and opportunities to expand Included Health services
- Mitigate churn risk by engaging cross-functional partners and serving as client advocate within the organization
- Maintain CRM platforms and document all client interactions per CS leadership expectations
- Mentor junior CS colleagues and participate in special projects to improve CS effectiveness
- Travel up to 25% as needed
Included Health is a healthcare company delivering integrated virtual care and navigation, offering members care guidance, advocacy, and access to personalized virtual and in-person care across acute, chronic, behavioral, and physical health needs.
Requirements:
- 7+ years of client success experience serving mid-to-large enterprise clients
- Corporate experience at a navigator, digital health point solution, carrier, consultant, population health management firm, or related organization
- Deep understanding of the employer benefit landscape, key stakeholders, and decision makers
- Executive-level communication ability with compelling value proposition delivery and ability to manage difficult conversations
- Ability to work across internal functions to achieve client contractual commitments and results
- Proven ability analyzing and interpreting data to derive insights supporting client value delivery
- Solution-focused, curious, lifelong learner with optimistic problem-solving approach
