Client Success Principal
Core
Senior individual contributor responsible for managing a portfolio of mid-to-large enterprise clients, acting as a trusted advisor to drive retention, upsell, and NPS targets while aligning client strategy with Included Health's services.
Role type
Senior IC Client Success Principal
Builds
Strategic client partnerships and member engagement outcomes
Domain
Employer benefits, digital health, and population health management
Deliverable
client delivery
Required skills
Portfolio management, strategic thought leadership, retention planning, upsell/expansion execution, business review facilitation, partnership cultivation, contract negotiation, churn mitigation, CRM management, mentorship
Preferred skills
Experience in navigator/digital health/carrier/consultant roles, deep knowledge of employer benefit landscape, executive-level communication, data analysis for value delivery
Technologies
CRM Platforms
Responsibilities
Manage complex client portfolios to achieve retention and upsell targets; develop client strategies and measurable business outcomes; execute retention and upsell plans; consult on member engagement and marketing alignment; deliver recurrent business reviews; cultivate trusted advisor relationships with client executives; manage client onboarding and contract renewals; mitigate churn risk; maintain CS/CRM platforms; mentor CS colleagues.
Seniority
Senior, hands-on IC with mentorship responsibilities
