Client Success Principal

Job Summary:  The Client Success Principal role is a customer success professional responsible for achieving Retention, Upsell and NPS targets for their portfolio of customers in addition to other objectives and key results. This individual contributor plays a critical role in cultivating client relationships and serves as a trusted advisor to them. They understand and advance client strategy that aligns to Included Health's services and solutions. They are an expert in Included Health offerings, reselling value and deepening our partnerships with them. They provide strategic thought leadership and business insights that showcase member outcomes and progress towards client ROI. Responsibilities: Portfolio Management: You will manage a portfolio of complex clients reselling the value of IH services and solutions while seeking opportunities to deepen the partnership through upsell and expansion. Client Goals & Strategy: You will develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with IH. Retention & Upsell Plan: You will establish and maintain a Retention and Upsell Plan for each assigned client. And, you will engage internal partners to intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments.  Member Engagement, Utilization & Marketing: You will consult with clients encouraging ali