Director, Client Success Operations

Director, Client Success Operations

The Director, Client Success Operations is a partner to leaders in Client Success and has a background in growth operations, including strategy and execution efforts across key growth metrics - revenue, retention, renewals, and upsells. Success in this role includes building growth strategies, partnering cross functionally to measure impact of growth strategies, and surfacing insights to accelerate growth. While leading a team, you will run critical programs that span our organization and deliver high-impact results. As a partner to the Growth Organization, Product, Finance, Analytics, Care and Clinical Operations teams, you will build and improve products that deliver value for our buyers and provide a transformational healthcare experience for our members.

Responsibilities

• Lead and continue to build a team of analytical, strategic strong performers.
• Drive strategy around optimizing the performance of a large and growing Client Success team.
• Own building and analyzing growth performance metrics, including bookings, revenue, retention, renewals and pricing.
• Generate and deliver regular executive-level communication and readouts.
• Build, monitor, and analyze the health of Included Health's overall Client Success business through dashboards, ad-hoc analyses, and ongoing 'run the business' forums to track performance against business plans.
• Own the data platform infrastructure and tooling for the growth organization.
• Partner with Product, Operations and Finance to solve key business challenges.

Qualifications

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We're on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It's all included.

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.