Strategic Client Success Leader - Remote

Included Health, Inc.; United States; On-site; USD 128,000 - 167,000; Full time

Benefits offered by this job

Bonus

Equity

Remote-first culture

401(k) savings

Comprehensive medical, vision, and…

PTO and DTO

12 weeks paid parental leave

WFH reimbursement

Salary range discussed during hiring

Job summary

Included Health, Inc. is seeking a Client Success Principal to own a portfolio of enterprise clients, driving retention, upsell, and NPS targets while aligning client strategy with IH services. The role functions as a trusted advisor, reselling value and deepening partnerships with clients.

You will lead strategic client engagements, deliver business reviews, and collaborate with cross-functional teams to achieve client ROI and outcomes. Travel up to 25% is required.

Qualifications

• 7+ years client success experience serving mid to large enterprise clients.
• 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.

Responsibilities

• Portfolio Management: manage a portfolio of complex clients and upsell opportunities.
• Client Goals & Strategy: understand client strategy and define measurable business outcomes.
• Retention & Upsell Plan: establish a Retention and Upsell Plan for each client.
• Member Engagement, Utilization & Marketing: align with IH Marketing Best Practices.
• Upsell & Expand: identify and promote upsell opportunities to deepen relationships.
• Business Reviews: deliver recurring reviews showing progress on ROI and member outcomes.
• Relationship: build trusted advisor status with client executives and consultants.
• Client Onboarding: ensure expectations align to contract and advocate for the client.
• Renewal Management: negotiate price increases at renewal and expand IH services.
• Escalation Management: mitigate churn risk and coordinate cross-functional partners.
• CS Operations & Other Tasks: maintain CS/CRM platforms and document interactions.
• CS Mentorship & Initiatives: mentor CS colleagues and participate in specialized projects.

Skills

Client success

Enterprise clients

Data interpretation

Executive communication

Job description

Included Health, Inc. is seeking a Client Success Principal to own a portfolio of enterprise clients, driving retention, upsell, and NPS targets while aligning client strategy with IH services. The role functions as a trusted advisor, reselling value and deepening partnerships with clients.

You will lead strategic client engagements, deliver business reviews, and collaborate with cross-functional teams to achieve client ROI and outcomes. Travel up to 25% is required.