Client Success Manager

Role overview

The Client Success Manager will own success across a portfolio of large, complex customers, with a focus on retaining business, identifying expansion opportunities, and improving customer experience. This role acts as a strategic partner to clients, helping align their goals with Included Health’s services and solutions while strengthening long-term relationships and demonstrating measurable value.

What you will do

• Manage a portfolio of enterprise accounts with more than $3M in revenue under management, consistently reinforcing the value of Included Health’s offerings and looking for ways to deepen the relationship.
• Build a strong understanding of each client’s business priorities and work with them to define measurable goals and desired outcomes.
• Create and maintain a retention and upsell plan for every assigned account, collaborating with internal teams to improve client health, increase member usage, and support client ROI.
• Advise clients on member engagement and marketing best practices, and partner with the marketing team to plan and execute a full engagement strategy aligned to contract commitments.
• Identify and pursue expansion opportunities across products, services, and solutions to grow the partnership.
• Lead recurring business reviews that show progress on shared success metrics such as engagement, utilization, clinical impact, program outcomes, and return on investment.
• Hold regular partnership meetings with day-to-day client contacts and develop trusted-advisor relationships with executives, consultants, and other stakeholders.
• Work with vendors in the client’s benefits ecosystem to improve the member experience and maximize the client’s investment.
• Support onboarding by understanding contractual commitments, setting expectations clearly, and representing the client success function in launch activities.
• Handle renewals, including negotiating price increases and ensuring agreements are completed under the latest contract terms.
• Address escalation risks, reduce churn exposure, and coordinate with internal partners to move client strategy forward.
• Keep client success and CRM systems current, document interactions and follow-ups, and complete additional initiatives or special projects that improve the customer and member experience.

What we are looking for

• At least 5 years of client success experience supporting Fortune 500 customers, ideally within benefits and healthcare.
• Strong written and verbal communication abilities, along with excellent presentation skills and comfort handling complex or difficult conversations.
• Executive presence and the ability to consult with and influence senior stakeholders.
• Proven ability to work across functions to deliver contractual commitments and measurable results.
• A strong sense of ownership and accountability for decisions, actions, and processes that support long-term client relationships.
• Comfort analyzing data, identifying trends, and turning insights into better client outcomes.
• Ability to work independently in a fully remote, fast-moving, and ambiguous environment while supporting organizational change.
• A mission-driven mindset, curiosity, and a solution-oriented approach to problem solving.
• Willingness and ability to travel up to 25%.
• Prior experience in digital health point solutions, carriers, TPAs, consulting, population health management, or related organizations is preferred.

Compensation

The base salary range for this full-time role in the United States is $93,850 to $122,856 per year. Pay is influenced by location, relevant experience, skills, and internal equity. The salary band is based on standard labor market zones, and the company is not currently budgeting for hires in higher-cost Zone D locations for this role.

Benefits and perks

• Bonus opportunity
• Equity
• Remote-first culture
• 401(k) savings plan through Fidelity
• Medical, vision, and dental coverage, including disability insurance options
• Paid Time Off and Discretionary Time Off
• 12 weeks of fully paid parental leave
• Family building and compassionate leave support, including fertility coverage and up to $25,000 for surrogacy or adoption, plus paid leave for failed treatments, adoption, or pregnancy-related circumstances
• Work-from-home reimbursement to support home office collaboration

About the company

Included Health provides integrated virtual care and navigation with the goal of raising the standard of healthcare for everyone. The company supports members across acute, chronic, behavioral, physical, everyday, urgent, primary, and specialty care needs through guidance, advocacy, and access to personalized virtual and in-person care.

Additional information

This employer is an equal opportunity organization and evaluates all qualified candidates without discrimination based on legally protected characteristics. Applicants with arrest or conviction records are considered in line with applicable fair chance laws and ordinances. The company also uses AI-assisted tools at selected stages of hiring to improve efficiency, consistency, and communication, while final hiring decisions remain with recruiting and hiring teams.