About the role:

Our Client Success team is looking for an experienced and strategic Director, Client Success to nourish and develop the relationship with large key clients. The ideal candidate will have excellent organizational and communication skills and be able to identify problems and develop solutions. Cross-team coordination, project management, and executive communication and presentation skills are required.

In this role, you’ll be the main point of contact for a dynamic, fast-paced relationship; you must expertly navigate ambiguity and orchestrate collaboration across multiple functions within our organization. In sum, you must own the success of your clients.

In addition to owning client relationships, you will also be managing a small team of client success professionals. This includes the development and nurturing of talent by setting clear objectives and key results to optimize the results with their key clients.

Responsibilities:

• Serve as the primary relationship owner on key employer clients
• Establish professional and productive relationships with key stakeholders
• Lead and manage a team of exceptional client success professionals
• Assess client needs and goals on a consistent basis to ensure that Included Health and the Client have a shared definition of success
• Collaborate with other vendors in customers’ benefits ecosystem, to ensure that we optimize the member experience and the client investment
• Drive utilization and ROI across Included Health's services to meet client expectations and contractual commitments
• Deliver regular customer reports on member engagement, utilization, clinical impact and ROI
• Partner with growth marketing team to deliver and execute a robust engagement strategy
• Achieve business results to ensure client renewal

Qualifications:

• 10 years of experience in client success / account management of Benefits / Healthcare
• Corporate experience working at a navigator, digital health point solution, carrier, consultant, case/care management firm, or related
• Client/customer experience: Providing services to Fortune 100 clients or other large group plans
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where change is the norm
• Strong results orientation and track record of delivering large, complex projects that exceed client expectations
• Data-driven and detail-oriented, you drive projects to completion while building strong relationships in the process
• You’ve built enduring professional relationships for your firm by demonstrating sharp business acumen, poise, empathy and professionalism 
• Great communication skills you draw upon to articulate a compelling value proposition, deliver insights, and manage difficult conversations
• Personal accountability; you own decisions, actions, and process needed to ensure healthy long term client relationships 
• Entrepreneurial at your core; ability to anticipate and resolve issues, think creatively, and solve complex problems with practical and reasonable solutions
• At your best working at a rapid pace and with a high degree of autonomy, within a complex and changing work environment
• Passion for the Included Health's mission of raising the standard of health care for everyone, everywhere.
• Experience using Salesforce and other using key account management platforms
• Willingness to travel (estimated 10-20%)
• Location: Flexible, with preference for major metro areas in the US

The United States new hire base salary target ranges for this full-time position are:

Zone A: $150,800 - $230,000 + equity + benefits

Zone B: $125,700 - $191,700 + equity + benefits

This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share your geographic zone alignment upon inquiry.

In addition to earning a base salary, this role is eligible for a performance-based bonus. Details of the Annual Bonus Plan, including performance metrics, target incentives, and potential earnings, will be discussed during the interview process.

In addition to earning a base salary, this role is eligible for commission based on work performance and sales achievements. Details of the Commission Structure, including rates, targets, and potential earnings, will be discussed during the interview process.

In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following: 

Remote-first culture401(k) savings plan through FidelityComprehensive 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 leaveFamily Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistanceCompassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment) 11 Holidays Paid with one Floating Paid HolidayWork-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

Your recruiter will share more about the specific salary range and benefits package for your role during the hiring process.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.