Client Success Manager

Job Summary: The Client Success Manager (CSM) is a customer success professional responsible for achieving Retention, Upsell and NPS targets for their portfolio of customers in addition to other key OKRs. The CSM plays a critical role in cultivating client relationships serving as a trusted advisor, understanding and advancing client strategy aligned to Included Health services and solutions. The CSM is an expert in Included Health offerings reselling their value and deepening the partnership between the client and IH by providing strategic thought leadership and business insights showcasing member outcomes and progress towards client ROI. Responsibilities: Portfolio Management: Serve as the client success manager for a portfolio of large, complex clients with revenue under management of 3m+ ARR consistently reselling the value of IH services and solutions while seeking opportunities to deepen the partnership. Client Goals & Strategy: Develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with Included Health. Retention & Upsell Plan: Establish and maintain Retention and Upsell Plan (RUP) for each assigned client. Engage IH cross functional partners to proactively and intentionally drive client health including member utilization and client ROI to meet client expectations...