Client Success Principal

This is a fully remote position, open to applicants in Arizona, +9 more states.

📋 Description

• Meet Retention, Upsell, and NPS objectives for a portfolio of clients.

• Oversee complex client portfolios, promote Included Health services and solutions, and pinpoint upsell and expansion opportunities.

• Create client strategies, set measurable goals, and define desired business outcomes.

• Develop and uphold Retention and Upsell Plans while driving member utilization and client ROI.

• Collaborate with clients and partner with the marketing team on comprehensive member engagement strategies.

• Present regular business reviews that encompass member engagement, utilization, clinical impact, PGs, and ROI.

• Facilitate Partnership Connect meetings and foster trusted-advisor relationships with client contacts, executives, consultants, and vendors in the benefits ecosystem.

• Assist with client onboarding and implementation, acting as the internal advocate for clients.

• Negotiate renewal price adjustments and extend services and offerings.

• Reduce churn risk and handle escalations with cross-functional business partners.

• Manage CS and CRM platforms, documenting client interactions and follow-ups.

• Guide CS colleagues and engage in initiatives aimed at enhancing Client Success and the client/member experience.

⛳️ Requirements

• Over 7 years of experience in client success, serving mid to large enterprise clients.

• Corporate background in a navigator, digital health point solution, carrier, consultant, population health management firm, or similar.

• Extensive knowledge of the employer benefit landscape, including key stakeholders and decision makers.

• Proficient in executive-level communication that presents a compelling value proposition, provides insights, and navigates challenging discussions.

• Capability to collaborate internally across functions to fulfill client contractual obligations and achieve results.

• Demonstrated skill in analyzing and interpreting data to derive insights that enhance value delivery for clients.

• Solution-oriented, inquisitive, committed to lifelong learning, and an optimistic problem solver.

• Willingness to travel up to 25%.

🏝️ Benefits

• Bonus.

• Equity.

• Remote-first work culture.

• 401(k) savings plan offered through Fidelity.

• Comprehensive medical, vision, and dental coverage with various medical plan options, including disability insurance.

• Paid Time Off (PTO) and Discretionary Time Off (DTO).

• 12 weeks of fully Paid Parental leave.

• Family Building & Compassionate Leave: Coverage for fertility, $25,000 for surrogacy/adoption, and paid leave for unsuccessful treatments, adoptions, or pregnancies.

• Work-From-Home reimbursement to facilitate team collaboration in home office setups.