Director, Client Success
$170,000–$228,000 year
Remote · United States
Job Summary
Director, Client Success at Included Health responsible for defining and scaling the service model for a portfolio-based segment of the Client Success organization. Leads Client Success Managers serving a broad book of business to ensure clients realize value through a repeatable, high-quality engagement model, balancing strategic oversight with operational scale. Partners cross-functionally to improve segmentation, coverage strategy, client journeys, and team effectiveness within Client Success. Requires strong people leadership, operational discipline, and the ability to evolve how value is delivered as the client portfolio grows. Responsibilities include defining scalable service delivery, building playbooks and workflows, driving client adoption and renewal readiness, managing risk, and maintaining a strong client experience while coordinating with Sales, Product, Marketing, Operations, and Finance. The role emphasizes data-driven decision making, scalability, and cross-functional partnership to improve outcomes across a large client portfolio.
Required 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
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.