Customer Success Manager - Included Health (Remote - West Coast)

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Grand Rounds
We’re here to find you a doctor, tackle a bill or explain your insurance benefits. And thanks to your employer, it won’t cost you a thing. It’s care shaped around you.
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What is Included Health? At Included Health, we are an inclusive team of entrepreneurs and innovators who understand the pain, frustration, and embarrassment associated with navigating the healthcare system as an LGBTQ+ individual or someone who has experienced healthcare inequality. It’s an honor to serve our growing membership base and we’re thrilled you’re interested in being a part of our journey!  
About the role:We are seeking a Customer Success Manager to be the primary point of contact for Included Health’s employer customers Employee Resource Groups. You will work directly with Included Health leadership to onboard, manage, and grow Included Health’s growing portfolio of employer customers. You love building long-term relationships with business partners of all sizes, including local communities, PRIDE groups, and national employers. You will be passionate about our mission, an inspiring leader and communicator, a self-starter with a bias for action, and committed to building not only Included Health’s culture, but also our organization. 

Responsibilities:

  • Develop strong relationships with existing and future clients, including Diversity & Inclusion and LGBTQ+ Employer Resource Groups (ERGs)
  • Work directly with our customer-facing team to be an Included Health ambassador and subject matter expert on the Included Health service offering to maximize ERG engagement 
  • Execute on a strategy to facilitate smooth customer transitions from Sales to on-going account management
  • Monitor performance and deliver quantifiable & qualitative insights to clients — prove Included Health’s impact via reporting on employee engagement and service utilization 
  • Cultivate a deep understanding of our employer clients and the LGBTQ+ communities that form within them
  • Work closely with product, marketing, and sales to help create and sell a service that can deliver exceptional member experience at scale
  • Attend conferences and sponsor events
  • Role will include some implementation support
  • Travel up to 15%

Qualifications:

  • 4+ years of experience in a high growth, customer centric business environment 
  • Proven track record in enterprise-level customer success / account management / community engagement, preferably in the digital health or employer benefits space 
  • An understanding of the LGBTQ+ community landscape and Employee Resource Group best practices 
  • Outstanding communication and collaboration skills: ability to establish common ground with empathy and candor, and deliver on engaging webinars for broad audiences
  • Ability to own a complex area of a business, balancing ambitious vision with pragmatism, collaborating with business stakeholders to execute on a multi-year business development strategy and consistently deliver against OKRs
  • A strong desire and drive to operate in an ever-changing environment, to get your hands dirty, and build a product that will change the lives of millions
About Grand Rounds Health, Doctor On Demand and Included Health:Grand Rounds Health, Doctor On Demand and Included Health merged in 2021 to form the first of its kind integrated virtual care company to raise the standard of healthcare. Our personalized, longitudinal care services include primary care, specialty care, integrated behavioral health, everyday and urgent care, chronic condition management and prevention and 24/7 triage. We get members to the right care, at the right time through ongoing clinical navigation, expert medical opinions and care coordination.
Partnering with leading employers and health plans, we deliver unparalleled, end-to-end care. Our combined nationwide practice of dedicated clinicians and innovative data science and technology platforms provide better care experiences, better member satisfaction, and better outcomes and cost savings for our nearly 100 million covered lives across commercial, Medicare and Medicaid. 
Headquartered in San Francisco, the combined company has been recognized as a 2020 UCSF Digital Health Award winner for Employer Wellness and 2021 Best Workplaces in Healthcare and Biopharma™ by Great Place to Work and Fortune. Learn more at www.grandrounds.com and www.doctorondemand.com.
-----Grand Rounds 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. Grand Rounds Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.
Job region(s): Worldwide/Anywhere
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