Client Success Portfolio Manager

Included Health, Inc.; Northern (KY); Hybrid; USD 95,000 - 125,000; Full time

Benefits offered by this job

Commission

Equity

Remote-first culture

401(k) savings plan

Medical, vision, and dental coverage

PTO/DTO

12 weeks parental leave

Fertility coverage

WFH reimbursement

Job summary

Included Health is seeking a Client Success Portfolio Manager to support a large portfolio of complex clients, drive retention and growth, and deliver measurable business outcomes. The role reports to the AVP, Client Success and works across TCO to advance Client Service Delivery Excellence.

This remote-friendly role is solution focused, aims to scale operations, and leads cross-functional workstreams to improve the client and member experience across our healthcare platform.

Qualifications

• B2B Healthcare: 5+ years experience working with Fortune 500 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 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%

Responsibilities

• Client Support - 70% of time: Accountable for supporting a portfolio of complex clients by working with CS Principals, CS Directors and the CS AVP to consolidate client / member escalations for RCA, resolution, close loop communication and theme identification.
• Responsible for managing clients directly, when the team is over capacity or has attrition, and when CS Principals are on LoA.
• Works collaboratively to progress retention and upsell work across their portfolio.
• Builds materials and generates insights to support client meetings, including business reviews, strategy sessions, etc. with accountability for scaling the team, reducing repetitive tasks managed by CS Principals and allowing them to focus more of their efforts on client facing work.
• TCO Performance Optimization - 30% of time: Leads Client Service Delivery (CSD) initiatives to improve effectiveness of TCO, to accelerate improvement of client and member experience under the leadership of the Senior Director of Performance Optimization.
• Develops project plans, proposals, and reports on progress, builds and delivers regular reports and presentations in support of Client Service Delivery initiatives.
• Develops clear, actionable content for the Client Organization team to support consistent execution of tasks across the client lifecycle and in alignment with TCO CSD initiatives.
• Works cross-functionally leading workgroups, where appropriate, in service to TCO CSD initiatives under the direction of the Senior Director of Performance Optimization.
• Serves as the proxy for their CS portfolio and their CS AVP ensuring that client service delivery challenges are appropriately represented in the TCO CSD work. Accountable for gathering input from their team, sharing that input in workgroups focused on advancing CSD initiatives and keeping their AVP and team updated on priorities, focus, progress, barriers and timelines.

Skills

B2B Healthcare

Communication

Results

Accountable

Data Driven

Change Agent

Passion

Growth Mindset

Travel

Job description

Job Summary:

The Client Success Portfolio Manager is responsible for supporting the retention and growth of a large portfolio of complex clients to achieve business outcomes. The Client Success Portfolio Manager reports to the AVP, Client Success, and works across TCO with a matrixed manager reporting relationship to the Senior Director of Performance Optimization to advance Client Service Delivery Excellence.They are solution focused and adept at finding efficiencies to help the team scale. They are an expert in Client Success best practices as well as Included Health offerings.

Responsibilities:

• Client Support - 70% of time:
  • Accountable for supporting a portfolio of complex clients by working with CS Principals, CS Directors and the CS AVP to consolidate client / member escalations for RCA, resolution, close loop communication and theme identification.
  • Responsible for managing clients directly, when the team is over capacity or has attrition, and when CS Principals are on LoA.
  • Works collaboratively to progress retention and upsell work across their portfolio.
  • Builds materials and generates insights to support client meetings, including business reviews, strategy sessions, etc. with accountability for scaling the team, reducing repetitive tasks managed by CS Principals and allowing them to focus more of their efforts on client facing work.
• TCO Performance Optimization - 30% of time:
  • Leads Client Service Delivery (CSD) initiatives to improve effectiveness of TCO, to accelerate improvement of client and member experience under the leadership of the Senior Director of Performance Optimization.
  • Develops project plans, proposals, and reports on progress, builds and delivers regular reports and presentations in support of Client Service Delivery initiatives.
  • Develops clear, actionable content for the Client Organization team to support consistent execution of tasks across the client lifecycle and in alignment with TCO Client Service Delivery initiatives.
  • Works cross-functionally leading workgroups, where appropriate, in service to TCO CSD initiatives under the direction of the Senior Director of Performance Optimization.
  • Serves as the proxy for their CS portfolio and their CS AVP ensuring that client service delivery challenges are appropriately represented in the TCO CSD work. Accountable for gathering input from their team, sharing that input in workgroups focused on advancing CSD initiatives and keeping their AVP and team updated on priorities, focus, progress, barriers and timelines.

Qualifications:

• B2B Healthcare: 5+ years experience working with Fortune 500 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 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%

The base salary range for this full-time position is $95,260.00 - $124,704.00 per year in the United States. This posted range reflects the portion of our internal salary band that is currently funded for new hires in this role across our standard labor markets (Zones A–C).

For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, Columbus OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, Houston TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, New York City NY, San Jose CA) for this role. Within this range, individual pay is determined by work location, skills, experience, and internal equity. We use structured salary bands and geographic zones based on cost of labor to keep pay fair and consistent.

Benefits & Perks:

• Commission
• Equity
• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
• Work-From-Home reimbursement to support team collaboration home office work
• Your recruiter will share more about the 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 atincludedhealth.com.

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 with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.