Director, Client Success

Included Health, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• The Director, Client Success defines and scales the service model for a portfolio-based segment of Included Health’s Client Success organization, ensuring clients realize value through a repeatable, high-quality engagement model that balances strategic oversight with operational scale.
• Day to day, the role involves leading and developing a team of Client Success Managers, setting performance standards, driving accountability, and partnering cross-functionally to improve segmentation, coverage strategy, client journeys, and team effectiveness.
• The team operates within Included Health’s Client Success function, collaborating with Sales, Product, Marketing, Operations, and Finance to enhance the end-to-end client experience and support organizational growth.
• The person in this role can learn to evolve service delivery models at scale, strengthen leadership in client-facing organizations, and drive measurable improvements in client retention, adoption, and portfolio health through data-informed strategy and operational excellence.

🎯 Requirements

• 8+ years of experience in customer success, account management, client services, or related client-facing roles, preferably in healthcare, benefits, or SaaS environments
• 5+ years of people leadership experience managing client-facing teams
• Demonstrated success designing or scaling service models, portfolio coverage strategies, or operational frameworks in a growing organization
• Proven ability to balance strategic thinking with execution and operational follow-through
• Strong experience using data to drive prioritization, process improvement, and business decisions
• Excellent written and verbal communication skills, including the ability to influence cross-functional stakeholders and senior leaders
• Strong coaching, performance management, and team development capabilities
• Experience partnering effectively across Sales, Product, Marketing, Finance, and Operations
• Comfort operating in a fast-paced environment with changing priorities and evolving business needs
• Bachelor’s degree or equivalent experience preferred

🏖️ Benefits

• Remote work flexibility
• Opportunity to lead and scale a client success function in a growing healthcare technology company
• Cross-functional collaboration with Sales, Product, Marketing, Operations, and Finance teams
• Impact on client retention, value realization, and renewal readiness across a broad portfolio
• Professional development in strategic account planning, executive communication, and scaled portfolio management
• Ability to shape operational excellence and client journey design at scale

Skills & Technologies

Remote

Degree Required

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Included Health, Inc.

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About Included Health, Inc.

Included Health offers virtual care navigation, primary care, and specialty medical services to employers and health plans, focusing on LGBTQ+, Black, and Latino communities. Services include 24/7 telehealth, care coordination, pharmacy support, and expert medical opinions. The company emphasizes culturally competent providers and personalized guidance to reduce health disparities and improve outcomes for underserved populations. It serves self-insured employers, health plans, and government programs across the United States.

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