Regional Vice President, Client Success

About You

Are you a Customer Success Leader with experience scaling a high growth organization? Are you energized by team leadership and cultivating relationships with customers? Are you passionate about bringing world class health care to millions of employees and their families?

About The Role

We are looking for an experienced, strategic leader to inspire high performance and drive accountability for results across a key solution focused Client Success team. This leader will play a critical role in achieving key business results related to client retention, expansion and scaling for growth.

Business Leadership Responsibilities

• Accountable for retention and expansion of customer portfolio with significant ARR and opportunity for growth.
• Instill operational rigor within the team to drive consistency of CS practice, client engagement execution and organizational scalability.
• Develop and implement short and long-term strategic plans to meet key business objectives including: increasing renewal rates, reducing churn, cultivating up-sell to drive revenue growth, and support new business growth through customer advocacy and reference-ability
• Achieve and optimize team performance against key metric targets including customer engagement,employee engagement, client ROI, CSAT, NPS, Renewals and Upsells, and others as the business evolves.

Team Leadership Responsibilities

• Promote a culture of trust, accountability, engagement, inclusivity and high performance, proactively establishing staffing plans to exceed client expectations.
• Develop and manage a growing team of CSM’s to deliver on objectives and key results (revenue retention, customer NPS, up-sells, etc.)
• Recruit, hire and train and develop CS team members as the business scales
• Provide guidance and coaching to drive individual accountability across the customer life cycle, including: building customer account plans, managing client ROI and contractual obligations (Performance Goals), coach and support CSMs on relationship health and identifying expansion opportunities developing renewal plans and risk mitigation plans, ensure utilization of key enablement tools and systems (e.g. CRM and CS platform), and support customer escalations

Customer Responsibilities

• Develop and maintain C-level and senior-level client relationships at key accounts and network with high potential prospects
• Serve as Executive Sponsor for key client accounts, leading and participating in strategy meetings, key business reviews, and serving as point of escalation as needed
• Partner with CSMs to cultivate champions among primary stakeholders (benefits, HR, and total rewards) at customer organizations

Internal Collaboration Responsibilities

• Report to VP Client Success and collaborate with peer RVPs to guide strategy and problem solving across Customer Success.
• Serve as customer advocate, champion customer needs and represent their interests in critical issue resolution.
• Lead continuous improvement and innovation to optimize customer health
• Collaborate with internal teams (product, data analytics, engagement, care team) to share customer feedback and industry knowledge; contribute to the development of innovative solutions for customersDrive resolution of customer escalations; orchestrate internal resources to deliver for CSMs and customers
• Partner closely with product/clinical leadership and others to ensure that the product roadmap aligns with customers’ needs.

Position Requirements

• Experience using Salesforce and/or other using key account management platforms
• Entrepreneurial at your core; ability to innovate, think creatively, and solve complex problems
• Coaching and strategy skills to help teams articulate a compelling value proposition, deliver insights, and manage difficult conversations
• Demonstrated ability/flexibility to work cross-functionally in a fast-growing company where evolution is the norm as the organization scales
• Customer/client experience leading 7-figure relationships with Fortune 100 clients or other large group plans
• Ability to inspire and generate excitement across team and drive commitment to a vision
• Customer first mindset
• Willingness to travel (estimated 30%)
• Corporate experience working at a navigator, digital health point solution, carrier, consultant, population health management firm, or related
• Passion for the Included Health mission of raising the standard of health care for everyone.
• Strong results orientation and track record of exceeding results
• Sharp business acumen and executive presence in high stakes and high pressure engagements
• Functional experience leading and scaling teams accountable for driving business results (e.g. customer success, account management, consulting in the benefits space)

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 at includedhealth.com .

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.