Senior Client Success Manager

November 12

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Included Health

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1001 - 5000

Description

• About the role: • 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.

Requirements

• 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% • Location: Flexible, with preference for major metro areas in the US

Benefits

• Remote-first culture • 401(k) savings plan through Fidelity • Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance) • Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents • Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO”) 12 weeks of 100% Paid Parental leave • Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance • Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) • 11 Holidays Paid with one Floating Paid Holiday • Work-From-Home reimbursement to support team collaboration and effective home office work • 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations