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