Full-Time Senior Client Success Manager

• Portfolio Management: You will manage a portfolio of large, complex clients with revenue under management of 5m+ ARR, reselling the value of IH services and solutions while seeking opportunities to deepen the partnership.
• 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 (RUP) 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 alignment to IH Marketing Best Practices. You will partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.
• Upsell & Expand: You will resell the value of IH services, products and solutions, identifying and promoting upsell opportunities while seeking opportunities to expand and deepen the relationship.
• Business Reviews: You will deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client's experience and linking results to the client's desired business outcomes and goals.
• Relationship: You will conduct recurrent Partnership Connect meetings with daily client contacts galvanizing the partnership and creating a trusted advisor bond. You will cultivate professional relationships and trusted advisor status with client executives and consultants. You will collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment.
• Client Onboarding: You will understand client contractual commits and ensure client expectations are well managed and effectively aligned to contract. You will serve as the internal IH client advocate and represent Client Success in Implementation activities.
• Renewal Management: You will negotiate price increase at renewal, actively seeking opportunities to expand IH services and offerings while ensuring the renewal is completed with most-current IH contract terms.
• Escalation Management: You will mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH.
• CS Operations & Other Tasks: You will maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies. You will document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations.
• CS Mentorship & Initiatives: You will serve as a mentor to CS colleagues helping them onboard and become more proficient. You will participate in special projects to improve effectiveness of CS, and client and member experience as needed.

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