Senior Client Success Principal — Enterprise Growth & Retention

Included Health, Inc.; San Francisco (CA); À distance; USD 128 000 - 167 000; Plein temps

Avantages offerts par ce poste

Bonus

Equity

Remote-first culture

401(k) savings plan

Medical, vision, and dental coverage

PTO and DTO

Parental leave

Work-From-Home reimbursement

Résumé du poste

Included Health is seeking a Client Success Principal to drive retention, upsell and NPS targets across a portfolio of enterprise clients. You will act as trusted advisor, translate client strategy into measurable outcomes, and resell IH services.

This role emphasizes strategic leadership, cross-functional collaboration, and periodic business reviews with executives. Travel up to 25% is expected; a remote-first culture supports collaboration.

Qualifications

• 7+ years client success experience serving mid to large enterprise clients.
• Experience in navigator, digital health point solution, carrier, consultant, or related.
• Deep understanding of the employer benefit landscape, key stakeholders and decision makers.
• Executive level communication ability that showcases a compelling value proposition, delivers insights, and manages difficult conversations.
• Ability to work internally across functions to achieve client contractual commitments and results.
• Proven ability analyzing and interpreting data - deriving insights that support value delivery for clients
• Solution focused, curious, lifelong learner, optimistic problem solver.
• Travel up to 25%.

Responsabilités

• Portfolio management of complex clients, seeking upsell and expansion.
• Develop client goals and measurable outcomes with IH.
• Establish retention and upsell plans and monitor client health.
• Advise on member engagement, utilization, and marketing alignment.
• Identify and promote upsell opportunities within IH offerings.
• Deliver business reviews showing progress toward ROI and outcomes.
• Cultivate trusted advisor relationships with client executives.
• Coordinate with vendors in the client's benefits ecosystem.
• Lead client onboarding to align with contract and advocate internally.
• Negotiate renewals and expand IH services within contract terms.
• Mitigate churn risk and align with cross-functional partners.
• Maintain CS and CRM platforms and document interactions.
• Mentor CS colleagues and participate in improvement projects.

Connaissances

Client success leadership

Enterprise experience

Employer benefit landscape

Executive communication

Cross-functional collaboration

Data analysis & insights

Solution oriented

Travel 25%

Description du poste

Included Health is seeking a Client Success Principal to drive retention, upsell and NPS targets across a portfolio of enterprise clients. You will act as trusted advisor, translate client strategy into measurable outcomes, and resell IH services.

This role emphasizes strategic leadership, cross-functional collaboration, and periodic business reviews with executives. Travel up to 25% is expected; a remote-first culture supports collaboration.