Director, Client Success

The Director, Client Success is a commercially focused and tenured Client Success responsible for leading a team of individual contributors that cover a small portfolio of strategic clients with ARR of +$50M. They are accountable for retention, upsell and NPS targets in addition to other important OKRs for their portfolio. They establish and advance a clear and comprehensive three-year strategy for each of their accounts. You will be the senior relationship owner for a small group of strategic employer client accounts, the voice of the client within Included Health, and will lead and manage a team through ambiguity, helping your teams tolerate change while prioritizing client deliverables. You will assess client strategy, needs and goals consistently to ensure that Included Health and the Client have a shared definition of success, drive utilization and ROI, and partner with various teams to ensure alignment with client expectations and to achieve business results to ensure client renewal.