Sr. Client Success Manager

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.

Responsibilities:

• Portfolio Management: Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 15m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership.
• Client Goals & Strategy: Develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with Included Health.
• Retention & Upsell Plan: Establish and maintain Retention and Upsell Plan (RUP) for each assigned client.  Engage IH cross functional partners to proactively and intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments.
• Member Engagement, Utilization & Marketing: Consult with clients fostering alignment to IH Marketing Best Practices. Partner with the Included Health’s Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.
• Upsell & Expand: Resell the value of Included Health services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship.
• Business Reviews: Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals.
• Relationship: Conduct recurrent Partnership Connect meetings with day to day client contacts galvanizing the partnership and creating a trusted advisor bond. Cultivate professional relationships and trusted advisor status with client executives and consultants. Collaborate with vendors in the client’s benefits ecosystem to optimize the member experience and the client investment.
• Client Onboarding: Understands client contractual commits, partners with client to establish recurrent partnership connects and business reviews. Ensures client expectations are well managed and effectively aligned to contract. Serves as the internal IH client advocate. Represents CS in Launch Command activities.
• Renewal Management: Negotiate price increase at renewal, actively seeking opportunities to expand IH services and offering while ensuring renewal is executed with most current IH contract terms.
• Escalation Management: Mitigate churn risk and proactively engage cross-functional IH business partners to advance client strategy while serving as the client’s advocate within IH.
• CS Operations & Other Tasks: Maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Playbooks. Document all client interactions and follow-up in appropriate IH systems and to clients via email to deliver on client commitments and document expectations.
• CS Mentorship & Initiatives: Serves as a mentor to CS colleagues helping them onboard and become more proficient.. Participate in special projects to improve effectiveness of CS, and client and member experience as needed.

Qualifications:

• 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