Senior Client Success Manager, Included Health
Health Plans
$114.3-193.2k
Salary varies by location; + Equity
Travel up to 25%
Digital healthcare provider
Be an early applicant
Digital healthcare provider
1001+ employees
Be an early applicant
$114.3-193.2k
Salary varies by location; + Equity
Travel up to 25%
1001+ employees
Company mission
To raise the standard of healthcare for everyone, everywhere.
Role
Who you are
- 7+ years client success experience serving Health Plan clients
- Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related
- Deep understanding of the Health Plan client landscape, key stakeholders and decision makers
- Executive level communication ability that showcases a compelling value proposition, delivers insights, and manages difficult conversations
- Ability to work internally across functions to achieve client contractual commitments and results
- Proven ability analyzing and interpreting data - deriving insights that support value delivery for clients
- Solution focused, curious, lifelong learner, optimistic problem solver
- Travel up to 25%
- Capability to remain seated in a stationary position for prolonged periods
- Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment
What the job involves
- The Senior Client Success Manager, Health Plans role is a customer success professional responsible for achieving Retention, Upsell and NPS targets for their portfolio of customers in addition to other objectives and key results
- This individual contributor plays a critical role in cultivating client relationships and serves as a trusted advisor to them
- They understanding and advance client strategy that aligns to Included Health's services and solutions
- They are an expert in Included Health offerings, reselling value and deepening our partnerships with them
- They provide strategic thought leadership and business insights that showcase member outcomes and progress towards client ROI
- Portfolio Management: You will manage a portfolio of large, complex clients with revenue under management of 5m+ ARR, reselling the value of IH services and solutions while seeking opportunities to deepen the partnership
- Client Goals & Strategy: You will develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with IH
- Retention & Upsell Plan: You will establish and maintain a Retention and Upsell Plan (RUP) for each assigned client
- And, you will engage internal partners to intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments
- Member Engagement, Utilization & Marketing: You will consult with clients encouraging alignment to IH Marketing Best Practices
- You will partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments
- Upsell & Expand: You will resell the value of IH services, products and solutions, identifying and promoting upsell opportunities while seeking opportunities to expand and deepen the relationship
- Business Reviews: You will 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: You will conduct recurrent Partnership Connect meetings with daily client contacts galvanizing the partnership and creating a trusted advisor bond
- You will cultivate professional relationships and trusted advisor status with client executives and consultants
- You will collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment
- Client Onboarding: You will understand client contractual commits and ensure client expectations are well managed and effectively aligned to contract
- You will serve as the internal IH client advocate and represent Client Success in Implementation activities
- Renewal Management: You will negotiate price increase at renewal, actively seeking opportunities to expand IH services and offerings while ensuring the renewal is completed with most-current IH contract terms
- Escalation Management: You will mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH
- CS Operations & Other Tasks: You will maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies
- You will document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations
- CS Mentorship & Initiatives: You will serve as a mentor to CS colleagues helping them onboard and become more proficient
- You will 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
16% employee growth in 12 months
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 HQ
Financial District, San Francisco, CA
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.
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