Remote Client Success Portfolio Manager - Healthcare Solutions

About the Role

We are seeking a Remote Client Success Portfolio Manager to join our dynamic team at Included Health. In this role, you will play a crucial part in supporting the retention and growth of a large portfolio of complex clients. As a key individual contributor, you will report to the AVP of Client Success and collaborate closely with the Senior Director of Performance Optimization to enhance Client Service Delivery Excellence. This position is perfect for someone who is solution-focused and adept at finding efficiencies to help the team scale.

What You'll Do

• Support a diverse portfolio of complex clients by collaborating with CS Principals, CS Directors, and the CS AVP.
• Consolidate client/member escalations for root cause analysis (RCA), resolution, and communication, while identifying themes for improvement.
• Manage client relationships directly during peak times or team attrition, ensuring continuity of service.
• Work collaboratively to enhance client retention and upsell opportunities across the portfolio.
• Customize client-specific reporting and marketing materials, generating insights for client meetings such as business reviews and strategy sessions.
• Unify and scale client-facing resources, reducing repetitive tasks for CS Principals to focus on relationship management.
• Lead Client Service Delivery (CSD) initiatives aimed at improving the effectiveness of TCO and enhancing client and member experiences.
• Develop project plans, proposals, and reports on progress, while delivering regular updates and presentations in support of CSD initiatives.
• Create clear, actionable content for the TCO team to ensure consistent execution of tasks across the client lifecycle.
• Lead cross-functional workgroups to advance CSD initiatives under the guidance of the Senior Director of Performance Optimization.
• Act as a proxy for the CS portfolio, ensuring client service delivery challenges are represented in TCO CSD work.
• Gather input from the team and share insights in workgroups focused on advancing CSD initiatives.

Requirements

• 5+ years of experience working with Fortune 500 clients, particularly in benefits and healthcare.
• Proven presentation skills with the ability to articulate compelling value propositions and deliver actionable insights.
• Experience managing difficult conversations with executive stakeholders.
• Demonstrated accountability for decisions and processes that support long-term client relationships.
• Strong analytical skills to interpret data and deliver insights that enhance value for clients.
• Willingness to travel up to 25% as needed.

Nice to Have

• Experience in a healthcare technology environment.
• Familiarity with client relationship management software.
• Advanced degree in a relevant field.

What We Offer

• Competitive salary based on geographic zone, ranging from $85,320 to $144,183 annually.
• Equity options as part of the compensation package.
• Remote-first culture that promotes work-life balance.
• Comprehensive medical, vision, and dental coverage through multiple plan options.
• Paid Time Off (PTO) and Discretionary Time Off (DTO) for personal needs.
• 12 weeks of 100% Paid Parental Leave.
• Family Building and Compassionate Leave benefits.
• Work-from-home reimbursement to support your home office setup.

Join Included Health as a Remote Client Success Portfolio Manager and contribute to transforming healthcare delivery for our clients. Apply now to be part of a mission-driven organization dedicated to providing high-quality care for everyone, everywhere.