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Director, Client Success

4 weeks ago
United States
Full-time
Lead
Customer Success
Customer and Technical Support
Apply Now
Included Health

Included Health

Included Health is a healthcare company that provides cost-saving solutions for employers and health plans. They offer virtual care and navigation services, connecting millions with board-certified doctors and specialists for comprehensive and convenie...

Insurance
1K-5K
$106M raised
View All Jobs 26

Description

  • Define and evolve the Client Success service model for a portfolio-based segment, including segmentation, coverage strategy, engagement cadences, and value-delivery motions.
  • Design scalable approaches that help clients experience Included Health’s value without relying on frequent one-to-one touchpoints.
  • Set standards for how Client Success Managers prioritize portfolios, manage risk, and deliver consistent client outcomes at scale.
  • Build and refine playbooks, workflows, and operating rhythms with portfolio and client programs partners to improve efficiency and client experience.
  • Use data, client feedback, and team insights to continuously improve the coverage model and delivery approach.
  • Lead, coach, and develop a team of Client Success Managers serving a large book of business.
  • Set performance expectations for client management, renewal readiness, risk mitigation, and value communication.
  • Build team capability in strategic account planning, executive communication, and scaled portfolio management.
  • Monitor client health and portfolio trends to identify risks, opportunities, and escalation needs.
  • Partner cross-functionally with Sales, Product, Marketing, Operations, and Finance to improve the end-to-end client experience.
  • Build and track performance metrics for team capacity, client engagement, retention risk, and portfolio health.
  • Standardize, automate, and streamline processes while maintaining quality and client value.

Requirements

  • 8+ years of experience in customer success, account management, client services, or related client-facing roles, preferably in healthcare, benefits, or SaaS environments.
  • 5+ years of people leadership experience managing client-facing teams.
  • Demonstrated success designing or scaling service models, portfolio coverage strategies, or operational frameworks in a growing organization.
  • Proven ability to balance strategic thinking with execution and operational follow-through.
  • Strong experience using data to drive prioritization, process improvement, and business decisions.
  • Excellent written and verbal communication skills, including the ability to influence cross-functional stakeholders and senior leaders.
  • Strong coaching, performance management, and team development capabilities.
  • Experience partnering effectively across Sales, Product, Marketing, Finance, and Operations.
  • Comfort operating in a fast-paced environment with changing priorities and evolving business needs.
  • Bachelor’s degree or equivalent experience preferred.

Benefits

  • Base salary range of $170,000 to $228,000 per year in the United States.
  • Bonus, commission, and equity may be included in the compensation package.
  • Remote-first culture.
  • 401(k) savings plan through Fidelity.
  • Comprehensive medical, vision, and dental coverage, including disability insurance.
  • Paid Time Off (PTO) and Discretionary Time Off (DTO).
  • 12 weeks of 100% paid parental leave.
  • Family-building and compassionate leave, including fertility coverage and up to $25,000 for surrogacy or adoption.
  • Work-from-home reimbursement to support home office collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

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