The Director will lead Client Success operations, build growth strategies, analyze metrics, and optimize team performance while communicating with executives.
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
- You will lead and continue to build a team of analytical, strategic strong performers.
- You will drive strategy around optimizing the performance of a large and growing Client Success team.
- You will own building and analyzing growth performance metrics, including bookings, revenue, retention, renewals and pricing.
- You will generate and deliver regular executive-level communication and readouts.
- You will 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.
- You will own the data platform infrastructure and tooling for the growth organization.
- You will partner with Product, Operations and Finance to solve key business challenges.
Qualifications
- Bachelor's degree required
- 8+ years of relevant professional experience with at least 4 years of experience in a Growth Operations role
- Experience managing and scaling a team
- Proven ability to leverage and analyze data
- Experience building cross-functional influence and collaboration
- Proficiency in spreadsheet analysis (Excel, Google Sheets), data visualization (Looker, Tableau) and reporting
- Expertise with Salesforce as a CRM
- Clear executive-level communication ability
The United States new hire base salary target ranges for this full-time position are:
Zone A: $149,450 - $211,100 + equity + benefits
Zone B: $164,395 - $232,210 + equity + benefits
Zone C: $179,340 - $253,320 + equity + benefits
Zone D: $194,285 - $274,430 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
Work-From-Home reimbursement to support team collaboration home office work
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health
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. Learn more at includedhealth.com.
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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.
Top Skills
Excel
Google Sheets
Looker
Salesforce
Tableau
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