Director, Client Success

The Director, Client Success is responsible for defining and scaling the service model for a portfolio-based segment of Included Health’s Client Success organization.

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

Benefits

• Bonus
• Commission
• Equity
• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• 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 to support team collaboration home office work