Senior Client Success Manager, Included Health
$106.7-190.5k
Pay dependent on location. Plus Equity. Plus Bonus
More information about location
Digital healthcare provider
Open for applications
Digital healthcare provider
1001+ employees
Open for applications
$106.7-190.5k
Pay dependent on location. Plus Equity. Plus Bonus
More information about location
1001+ employees
Company mission
To raise the standard of healthcare for everyone, everywhere.
Role
Who you are
- Customer Success: 10+ years client success experience serving Fortune 100 clients with expertise in benefits and healthcare
- Communication: Exceptional written and verbal communication skills. Exceptional presentation skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations. Executive presence, ability to consult with and influence executives
- Results: Ability to work cross-functionally to deliver client contractual commitments and results
- Accountable: Take personal accountability for decisions, actions, and processes needed to support long term client relationships
- Data Driven: Analyze and interpret data deriving insights that support value delivery for clients
- Change Agent: 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
- Passion: Driven by Included Health’s mission of raising the standard of health care for everyone
- Growth Mindset: Solution focused, curious, lifelong learner, optimistic problem solver
- Travel: Ability to travel up to 25%
What the job involves
- The Sr. Client Success Manager is a customer success professional responsible for achieving Retention, Upsell and NPS targets for key strategic accounts in addition to other key OKRs
- The Sr. CSM plays a critical role in cultivating client relationships serving as a trusted advisor, understanding and advancing client strategy aligned to Included Health services and solutions
- The Sr. CSM is an expert in Included Health offerings reselling their value and deepening the partnership between the client and IH by providing strategic thought leadership and business insights showcasing member outcomes and progress towards client ROI
- Portfolio Management: 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
- Client Goals & Strategy: 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
- Retention & Upsell Plan: 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
- Member Engagement, Utilization & Marketing: 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
- Upsell & Expand: Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship
- Business Reviews: 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
- Relationship: 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
- Client Onboarding: 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
- Renewal Management: 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
- Escalation Management: Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH
- CS Operations & Other Tasks: 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
- CS Mentorship & Initiatives: 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
Our take
As the name suggests, Included Health is on a mission to raise the standard of healthcare for everyone, offering inclusive, integrated virtual care and navigation.
It differentiates itself from competitors with its emphasis on improving health outcomes and challenges faced by communities including LGBTQ+ and BIPOC. The negative healthcare experiences faced by these marginalised groups means they often avoid care at a rate that is around 3x greater than the border US population, putting their health at risk.
With healthcare still fragmented and focused on one-size-fits-all solutions, Included Health is disrupting the market by using technology to match patients quickly with the best care, no matter where they live. It currently counts retail behemoths Walmart and Home Depot as customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Sep 2020
$175m
GROWTH EQUITY VC
May 2018
$66m
SERIES D
Total funding: $347m
Company benefits
- 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
Company values
- We put the member first - Members are the center of our universe. We take the member’s call, hanging up on the boss if we need to. We work together to achieve health outcomes and member moments worth celebrating. We advocate for a healthcare system that works for everyone
- We're here for outcomes - We know that effort is not a substitute for impact. We reward problem solving, removing obstacles and getting it done with integrity. We take accountability for our outcomes, good or bad
- We seek diverse perspective - Diverse voices make a meeting. We walk away from the echo chamber. We create space for different points of view and bring data to inform our thinking. We speak with candor, debate with respect, listen to feedback and follow through with action
- We value change - We know change is our opportunity and adaptation is our super power. We move towards gray spaces, understanding that we may not get it right the first time. We manage ambiguity and are always ready to take on new challenges. We are lifelong learners
- We lead the way - We ask ourselves every day, “is there a better way?” We work together to spark innovation, break down barriers and make wise bets. We encourage unconventional thinking that inspires and works to solve complex problems
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Owen Tripp
(CEO & co-founder)Previously served as a Senior Consultant at Accenture before joining eBay as the Manager and Founder of User Behaviour Intelligence in 2004. Co-founded Reputation.com in 2006, and served as its COO from 2008 to 2012. Was an Advisor at Pathbrite and Life360.
Lawrence "Rusty" Hofmann
(Co-Founder)Studied Medicine at Ohio State, Johns Hopkins and Stanford. Was Assistant Professor at Johns Hopkins from 2000 to 2005, and is now Professor of Interventional Radiology at Stanford. Co-founded Grand Rounds, rebranded to Included Health, in 2012. Is Medical Director at Stanford Health Care.
Diversity, Equity & Inclusion at Included Health
- We’re committed to creating teams that reflect the diversity of our members and ensuring a welcoming and inclusive workplace for people of all backgrounds, beliefs and identities. We’re proud to support our employee resource groups for Women, People of Color, Parents, members of the LGBTQ+ community, and more
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