Director, Client Success Operations

Included Health; United States; Remote; USD 149,000 - 275,000; Full time

Job summary

A leading healthcare company seeks a Director of Customer Success Operations to optimize team performance and drive strategy. Collaborate with various departments to enhance client success metrics and improve overall healthcare experiences. This role demands significant experience in management and data analysis.

Benefits

Remote-first culture

401(k) savings plan

Comprehensive medical coverage

Paid Time Off (PTO)

12 weeks of Paid Parental leave

Work-From-Home reimbursement

Qualifications

• 10+ years of relevant professional experience, including management consulting or high-growth startups.
• Experience managing a large, growing team.

Responsibilities

• Drive strategy around optimizing the performance of the Client Success team.
• Own tracking, reporting, and analysis of Client Success business metrics.

Skills

Data Analysis

Relationship Building

Collaboration

Education

Bachelor's degree

Tools

Excel

Google Sheets

Looker

Tableau

Salesforce

Job description

The Director, Customer Success Operations, partners with Client Success leadership to develop strategies and provide insights that enable our Client Success team to achieve their retention and growth goals.

You will partner with senior leadership to run critical programs that span our organizations and deliver high impact results. You will work collaboratively with our partners across Product, Go-to-Market, Finance, Analytics, Care and Clinical Operations teams to build & improve products that deliver value for our buyers and provide a transformational healthcare experience for our members. You will be part of a small and adaptable team that will help to change the way healthcare is experienced by millions of members.

Responsibilities

• You will drive strategy around optimizing the performance of a large and growing Client Success team.
• You will own tracking, reporting and analysis of Client Success business metrics including retention, upsell, and pricing.
• You will generate regular executive-level communication and readouts.
• You will build, monitor, and analyze the health of Included Health’s overall Client Success businesses through dashboards, ad-hoc analyses, and ongoing ‘run the business’ forums to track performance against business plans.
• You will leverage data to advise the Client Success organization based on results against current strategies, with a deep focus on continuous improvement and target setting.
• You will own the data platform infrastructure and tooling for the Client Success team.
• You will partner with Product, Operations and Finance to solve key business challenges.
• You will lead a team, including project planning and performance management.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 10+ years of relevant professional experience with at least 5 of those in management consulting, high-growth startups, investment banking, private equity or venture capital.
• Experience managing a large, growing team.
• Ability to leverage and analyze data.
• Proven ability creating effective relationships, while remaining influential and collaborative.
• Proficiency in spreadsheet analysis (Excel, Google Sheets), data visualization (Looker, Tableau) and reporting.
• Experience with Salesforce as a CRM.
• Proven ability reporting out to executive-level stakeholders.

Physical/Cognitive Requirements

• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment.

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

Zone A: $149,450 - $211,100 + equity + benefits

Zone B: $164,395 - $232,210 + equity + benefits

Zone C: $179,340 - $253,320 + equity + benefits

Zone D: $194,285 - $274,430 + 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 you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of 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 great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.

Benefits & Perks:

In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:

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.

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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.