Client Success Manager, Included Health
$85.3-144.2k
Salary based on location + Equity
Digital healthcare provider
Job no longer available
Digital healthcare provider
1001+ employees
Job no longer available
$85.3-144.2k
Salary based on location + Equity
1001+ employees
Company mission
To raise the standard of healthcare for everyone, everywhere.
Role
Who you are
- 5+ years of client success experience serving Fortune 500 clients with expertise in benefits and healthcare
- Experience communicating a compelling value proposition, delivering insights, and managing difficult conversations internally and externally to executives
- Experience delivering on client contractual commitments via internal collaboration
- Experience being responsible for decisions, actions, and processes needed to support deep client relationships
- Experience analyzing data to derive insights that support value delivery for clients
- Ability to navigate a dynamic environment and be an advocate for informed change
- Previous corporate experience at organizations focused on digital health point solutions, carriers, third-party administrators (TPAs), consultants, population health management firms, or related fields
- You may travel up to 25%
- Passion for Included Health's mission of raising the standard of health care for everyone
- Comfortable working remotely with preference for major metro areas in the U.S
- Prompt and regular attendance at assigned work location
- 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
- No heavy lifting is expected, though occasional exertion of about 20 lbs of force (e.g., lifting a computer or laptop) may be required
- Capability to work with leadership, employees, and members in an appropriate manner
What the job involves
- Reporting to the Director, Client Success the Client Success Manager (CSM) is a customer success professional responsible for achieving Retention, Upsell and NPS targets for strategic accounts
- As an individual contributor, they develop client relationships, serve as a trusted advisor, and understand and advance client strategy through Included Health's services and solutions
- Sr. CSMs provide strategic expertise and business insights that showcase member outcomes and client return on investment, ultimately deepening our partnerships and allowing for resell opportunities
- Portfolio Management: You'll manage a portfolio of large, complex clients and support $3M+ in ARR. You'll also develop measurable goals and defined outcomes for their relationship with IH
- Retention, Upsell & Renewal: You'll establish and maintain a Retention and Upsell Plan (RUP) for each assigned client and negotiate price increases at renewal, ensuring the renewal meets IH contract terms
- Member Engagement, Utilization & Marketing: You'll help align clients to IH marketing best practices and deliver a holistic member engagement strategy that increases utilization, engagement, clinical impact, PGs and ROI
- Connect With Clients and Partners: You'll be a trusted advisor through Partnership Connect meetings with day-to-day client contacts and regular Business Reviews. You'll also collaborate with vendors in the benefits ecosystem to improve the member experience and your client investment
- Client Onboarding: You'll bring our contractual commitments to life by managing client expectations and representing Client Success in launch activities
- Escalation Management: You'll mitigate churn risk and engage internal IH partners in that pursuit while advocating for the client within IH
- CS Operations & Client Notekeeping: You'll maintain CS and CRM Platforms following team best practices, documenting client interactions and appropriate follow-up
- CS Mentorship & Initiatives: You'll help CS colleagues onboard and become more proficient in role. And, you'll participate in special projects to improve CS, and client and member experience
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
Share this job
View 16 more jobs at Included Health