JOB SUMMARY 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. This leader manages Client Success Managers serving a broad book of business and ensures clients continue to realize value through a repeatable, high-quality engagement model that balances strategic oversight with operational scale. The role partners cross-functionally to improve segmentation, coverage strategy, client journeys, and team effectiveness within the Client Success function. Success in this role requires strong people leadership, operational discipline, and the ability to evolve how value is delivered as the client portfolio grows. RESPONSIBILITIES SERVICE MODEL STRATEGY & SCALE * Define and evolve the Client Success service model for a portfolio-based segment, including segmentation, coverage approach, engagement cadences, and value-delivery motions for lower-ACV clients. * Design scalable ways for clients to experience the value of Included Health without relying on high-frequency 1:1 touchpoints. * Establish clear standards for how CSMs prioritize portfolios, manage risk, and deliver consistent client outcomes at scale. * Work with Portfolio Manager and Client Programs Senior Manager to build and refine playbooks, workflows, and operating rhythms that improve efficiency while preserving a strong client experience. * Use data, client feedback, and team insights to continuously improve the coverage model and delivery approach. TEAM LEADERSHIP & DEVELOPMENT * Lead, coach, and develop a team of Client Success Managers responsible for a large portfolio of clients. * Set clear expectations and performance standards for client management, renewal readiness, risk mitigation, and value communication. * Build team capability in strategic account planning, executive communication, and scaled portfolio management. * Drive accountability, engagement, and career development across the team. * Partner with leadership on capacity planning, role clarity, and organizational design to support future growth. CLIENT VALUE DELIVERY & RETENTION * Ensure the team drives client adoption, value realization, and renewal readiness across the portfolio. * Monitor client health and portfolio trends to identify risks, opportunities, and areas requiring intervention. * Define scalable approaches for business reviews, value storytelling, renewal support, and client communications appropriate to client size and complexity. * Maintain a strong client experience by balancing consistency, personalization, and operational efficiency. * Serve as an escalation point for higher-risk client situations and guide the team through effective resolution plans. OPERATIONAL EXCELLENCE & CROSS-FUNCTIONAL PARTNERSHIP * Partner cross-functionally with Sales, Product, Marketing, Operations, and Finance to improve the end-to-end client experience. * Translate business needs into scalable processes, content, campaigns, and tooling that improve both client outcomes and internal efficiency. * Build and track performance metrics that measure team capacity, client engagement, retention risk, and portfolio health. * Lead initiatives that remove friction, improve handoffs, and strengthen the effectiveness of the Client Success function overall. * Identify opportunities to standardize, automate, or streamline work while maintaining quality and client value. SUGGESTED REPLACEMENT: QUALIFICATIONS * 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 The base salary range for this full-time position is $170,000 – $228,000 per year in the United States. This posted range reflects the portion of our internal salary band that is currently funded for new hires in this role across our standard labor markets (Zones A–C).  For context, these markets include Zone A (e.g., Phoenix AZ, San Antonio TX, Columbus OH, Charlotte NC), Zone B (e.g., Chicago IL, Denver CO, San Diego CA, Houston TX), and Zone C (e.g., Los Angeles CA, Seattle WA, Washington, D.C., Boston MA). At this time, we are not budgeting for hires in higher-cost Zone D markets (e.g., San Francisco Bay Area CA, New York City NY, San Jose CA) for this role. Within this range, individual pay is determined by work location, skills, experience, and internal equity. We use structured salary bands and geographic zones based on cost of labor to keep pay fair and consistent. Benefits & Perks: In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more: 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   Your recruiter will share more about the salary range and benefits package for your role during the hiring process. About Included Health Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com. ----- Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.