Vice President, Client Success

Business Leadership Responsibilities:

• Develop and maintaining a focus on both short and long-term strategic plans to meet key business objectives including: increasing renewal rates and reducing churn, identifying opportunities for up-sell to drive revenue growth, and support new business growth through greater customer advocacy and reference-ability
• Establish and lead a multi-year strategy and vision that is in alignment with the company’s mission, vision and values.
• Provide unique expertise as a direct member and contributor of the Senior Executive GTM Leadership Team.
• Accountable for long-term financial results and organizational performance.
• Oversee an Enterprise client portfolio that includes some of the largest employers and most well recognized client logos in the industry.
• Assess, optimize and report on key success metrics, including customer engagement, ROI, NPS, CSAT, renewals and others as the business evolves.

Team Leadership Responsibilities:

• Promote a culture of trust, accountability, engagement, and high performance.
• Lead a growing team with 4 RVPs and their respective CSMs that are aligned by product segments to deliver on objectives and key results (revenue retention, customer NPS, up-sells, etc.)
• Create hiring plans to execute on staffing requirements.
• Provide guidance and accountability for Customer Success team members across the customer life cycle, including: building account plans and communication plans, managing ROI and PG’s, 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.

Client Responsibilities:

• Develop and maintain C-level and senior-level client relationships at key accounts and network with high potential prospects.
• Assist with driving efficiencies internally across the organization with various client supporting functions to provide an exceptional client experience.
• Serve as Executive Sponsor for 4-6 accounts. Participate in strategy meetings, key business reviews, and serve as points of escalation as needed.

Internal Collaboration Responsibilities:

• Influences policy making and strategy based on communication strategies and persuasion skills.
• Interacts with internal and external executive level management across the organization and the industry requiring negotiation of extremely critical matters.
• Drive resolution of customer escalations; orchestrate internal resources to deliver for CSMs and customers
• 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 customers
• Partner closely with product/clinical leadership and others to ensure that the product roadmap aligns with customers’ needs.
• Report to SVP of Enterprise Solutions and collaborate with key internal stakeholders to guide strategy and problem solving across Client Success.
• Lead strategy with continuous improvement and innovation to optimize customer health.

Position Requirements:

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