Director, Client Success

Define and scale the service model for a portfolio-based segment of Included Health’s Client Success organization.

• •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.
• •Key Responsibilities Define and evolve the Client Success service model for a portfolio-based segment.
• •Lead, coach, and develop a team of Client Success Managers responsible for a large portfolio of clients.
• •Ensure the team drives client adoption, value realization, and renewal readiness across the portfolio.
• •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.
• •Requirements 8+ years of experience in customer success, account management, client services, or related client-facing roles. 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.