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
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