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Client Success Principal

Included Health· Growth & Business Excellence – Client Success
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Remote$127.7k - $167.1kFull-timePosted 2w ago

About the role

Customer success professional responsible for achieving retention, upsell and NPS targets for a portfolio of complex clients, serving as a trusted advisor and driving client ROI through strategic guidance and deep understanding of Included Health offerings.

Responsibilities

  • Portfolio Management: manage a portfolio of complex clients reselling the value of IH services and solutions while seeking upsell opportunities.
  • Client Goals & Strategy: understand client strategy, develop measurable goals and define desired business outcomes for the relationship with IH.
  • Retention & Upsell Plan: establish and maintain a Retention and Upsell Plan, drive client health including utilization and ROI to meet contractual commitments.
  • Member Engagement, Utilization & Marketing: align with IH Marketing Best Practices and execute a holistic member engagement strategy.
  • Upsell & Expand: identify and promote upsell opportunities and opportunities to deepen the relationship.
  • Business Reviews: deliver recurrent business reviews linking results to client outcomes.
  • Relationship: conduct Partnership Connect meetings, build trusted advisor status with client executives and consultants.
  • Client Onboarding: ensure alignment to contract and advocate for the client in Implementation activities.
  • Renewal Management: negotiate price increases at renewal and expand IH services.
  • Escalation Management: mitigate churn risk and advocate for the client across IH teams.
  • CS Operations & Other Tasks: maintain CS/CRM platforms and document client interactions.
  • CS Mentorship & Initiatives: mentor CS colleagues and participate in improvement initiatives.

Qualifications

  • 7+ years client success experience serving mid to large enterprise clients.
  • Corporate experience in navigator, digital health point solution, carrier, consultant, population health management firm, or related.
  • Deep understanding of the employer benefit landscape, stakeholders and decision makers.
  • Executive level communication ability to deliver insights and manage difficult conversations.
  • Ability to work across functions to achieve contractual commitments and results.
  • Proven ability to analyze and interpret data to support value delivery.
  • Solution-focused, curious, lifelong learner, optimistic problem solver.
  • Travel up to 25%.

Skills

Required:Client success managementexecutive communicationData analysis and insights

Benefits

  • Bonus
  • Equity
  • Remote-first culture
  • 401(k) savings plan through Fidelity
  • Comprehensive medical, vision, and dental coverage
  • Paid Time Off (PTO) and Discretionary Time Off (DTO)
  • 12 weeks of 100% Paid Parental leave
  • Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
  • Work-From-Home reimbursement
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Included Health

Designed to treat you better.™

Included Health delivers personalized virtual care, navigation, and cost-saving healthcare solutions for employers, health plans, and members.

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