Senior Client Success Manager, Health Plans - Remote

Overview

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 understand 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.

In Short

• Manage a portfolio of large, complex clients with revenue under management of 5m+ ARR.
• Develop a deep understanding of client strategy and measurable goals.
• Establish and maintain a Retention and Upsell Plan (RUP) for each client.
• Consult with clients to encourage alignment to IH Marketing Best Practices.
• Identify and promote upsell opportunities.
• Deliver recurrent business reviews demonstrating client success measures.
• Conduct Partnership Connect meetings with daily client contacts.
• Ensure client expectations are well managed and aligned to contracts.
• Negotiate price increases at renewal and seek opportunities to expand services.
• Mitigate churn risk and engage cross-functional IH business partners.

Requirements

• 7+ years client success experience serving Health Plan clients.
• Corporate experience in health navigation, digital health, or related fields.
• Deep understanding of the Health Plan client landscape.
• Executive level communication ability.
• Ability to work internally across functions.
• Proven ability analyzing and interpreting data.
• Solution focused, curious, and optimistic problem solver.
• Willingness to travel up to 25%.

Benefits

• Remote-first culture.
• 401(k) savings plan through Fidelity.
• Comprehensive medical, vision, and dental coverage.
• Paid Time Off (