Remote Strategic Client Success Lead

Tech Sales Jobs; United States; Remote; USD 128,000 - 167,000; Full time

Benefits offered by this job

Bonus

Equity

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and ...

Paid Time Off (PTO) and Discretionary

12 weeks of 100% Paid Parental leave

Family Building & Compassionate Leave

Work-From-Home reimbursement

Salary range shared during hire

Job summary

Included Health is seeking a Client Success Principal to own a portfolio of enterprise clients remotely in the United States. You will drive retention, Upsell and NPS targets, act as trusted advisor, translate client strategy into measurable outcomes, and showcase ROI across health services and solutions.

You will manage client relationships, lead business reviews, coordinate with marketing and product teams, negotiate renewals, and mentor peers while maintaining CS operations and CRM updates.

Qualifications

• 7+ years client success experience serving mid to large enterprise clients.
• Corporate experience in navigator/digital health/carrier/consultant/population health management.
• Deep understanding of the employer benefit landscape and stakeholders.
• Executive level communication that conveys value and handles difficult conversations.
• Ability to work across functions to achieve contractual commitments and results.
• Proven ability to analyze data and derive value delivery insights.
• Travel up to 25%.

Responsibilities

• Portfolio management of complex clients with upsell and expansion.
• Develop client goals and measurable outcomes.
• Establish retention and upsell plans and drive ROI.
• Consult on member engagement, utilization and marketing alignment.
• Identify and promote upsell opportunities and deepen relationships.
• Deliver business reviews showing progress on success metrics and ROI.
• Build trusted advisor relationships with client executives.
• Oversee client onboarding and ensure contract alignment.
• Negotiate renewals and explore service expansion.
• Mitigate churn risk with cross-functional collaboration.
• Maintain CS/CRM platforms and document client interactions.
• Mentor CS colleagues and contribute to initiatives.

Skills

Client success

Executive communication

Strategic planning

Cross-functional collaboration

Data analysis

Travel

Upsell strategies

Tools

CRM platforms

Job description

Included Health is seeking a Client Success Principal to own a portfolio of enterprise clients remotely in the United States. You will drive retention, Upsell and NPS targets, act as trusted advisor, translate client strategy into measurable outcomes, and showcase ROI across health services and solutions.

You will manage client relationships, lead business reviews, coordinate with marketing and product teams, negotiate renewals, and mentor peers while maintaining CS operations and CRM updates.