Included Health

Customer Success Manager

• Portfolio Management: You will manage a portfolio of large, complex clients with revenue under management of 5m+ ARR, reselling the value of IH services and solutions while seeking opportunities to deepen the partnership.
• Client Goals & Strategy: You will develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with IH.
• Retention & Upsell Plan: You will establish and maintain a Retention and Upsell Plan (RUP) for each assigned client. And, you will engage internal partners to intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments.
• Member Engagement, Utilization & Marketing: You will consult with clients encouraging alignment to IH Marketing Best Practices. You will partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.
• Upsell & Expand: You will resell the value of IH services, products and solutions, identifying and promoting upsell opportunities while seeking opportunities to expand and deepen the relationship.
• Business Reviews: You will deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client's experience and linking results to the client's desired business outcomes and goals.
• Relationship: You will conduct recurrent Partnership Connect meetings with daily client contacts galvanizing the partnership and creating a trusted advisor bond. You will cultivate professional relationships and trusted advisor status with client executives and consultants. You will collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment.
• Client Onboarding: You will understand client contractual commits and ensure client expectations are well managed and effectively aligned to contract. You will serve as the internal IH client advocate and represent Client Success in Implementation activities.
• Renewal Management: You will negotiate price increase at renewal, actively seeking opportunities to expand IH services and offerings while ensuring the renewal is completed with most-current IH contract terms.
• Escalation Management: You will mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH.
• CS Operations & Other Tasks: You will maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies. You will document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations.
• CS Mentorship & Initiatives: You will serve as a mentor to CS colleagues helping them onboard and become more proficient. You will participate in special projects to improve effectiveness of CS, and client and member experience as needed.

Senior Client Success Manager, Health Plans

Cloud Engineer

• Design, develop, and evolve Included Health’s cloud infrastructure, driving improvements in scalability, resilience, and cost efficiency.
• Contribute to cross-cutting infrastructure initiatives in areas such as containerization, observability, and data services.
• Help modernize and standardize platform patterns to simplify development and deployment workflows.
• Collaborate closely with peers and senior engineers on architectural decisions and technical designs.
• Provide mentorship and technical guidance to engineers on the team, supporting strong engineering and operational practices.
• Partner with product, data, and infrastructure stakeholders on initiatives such as AI platform enablement and data warehouse evolution.

Senior Cloud Platform Engineer

SEO Marketing

• SEO Strategy Development: Proactively identify and deeply analyze emerging consumer health trends, translating these insights into actionable SEO and content strategy to capture early market visibility across all organic channels.
• Roadmap Management: Define and size opportunities, strategic priorities, and roadmap to drive organic AI/social growth based on emerging trends, current performance and data insights; includes partnering with the Content Strategy team to develop synergies across channels, and to reflect needs in roadmap and prioritization.
• Content Execution: Lead the front-end development of high-performing content campaigns and initiatives across search, search AI (e.g., Google AI Overviews), emerging AI platforms (e.g., ChatGPT), and social channels (e.g., Reddit, Meta, TikTok) to increase organic traffic and drive conversions.
• Conversion Optimization: Partnering with Member Acquisition, own the roadmap and execution of landing page optimization, aimed at improving member conversion rates across the member journey, from content/research to conversion-oriented pages.
• Performance Measurement: Evaluate marketing data and metrics to assess SEO effectiveness, conduct A/B testing, build and analyze reports and dashboards, and clearly communicate results and data-driven decisions to key stakeholders.
• Tech Platform Ownership: Own the licensing, use, budgeting and value generation of Web- and SEO-focused marketing technologies.
• Cross-functional Collaboration: Work closely with Content Strategy, Engineering, Product, Analytics, and other marketing stakeholders to align on goals, share insights, and ensure SEO and website initiatives are prioritized and executed effectively.
• Market Research: Stay updated on industry trends, competitor strategies, and customer preferences to inform SEO initiatives and strategy.

Senior SEO & Website Strategy Manager

Security Analyst

• Own the end-to-end process for all client and prospect security questionnaires, acting as the central project manager from the initial JIRA ticket to final delivery.
• Review, triage, and assign all questions to the appropriate cross-functional teams (e.g., Engineering, IT, Legal), eliminating ambiguity and coordination burdens from the Client Success Managers (CSMs).
• Collaborate with and track progress from all internal stakeholders, actively managing timelines to ensure responses are accurate and completed within established SLAs.
• Perform final quality assurance (QA) reviews on all completed questionnaires to ensure the document is cohesive, professional, and all questions are answered before client delivery.
• Partner with GRC leadership to develop, document, and refine standardized workflows, creating clear success metrics (e.g., reduced turnaround time).
• Act as the primary point of contact for the Sales and Client Success teams on all security-related inquiries, including escalations for new sales and upsell deals.
• Represent the cybersecurity team on calls with clients and prospects, acting as the expert to address security concerns and build trust.
• Develop, maintain, and promote a "Trust Center" (e.g., using Whistic) by centralizing existing "Go-To-Market Packet" and other documentation to proactively address common security questions.
• Manage the intake process for security reviews of non-standard client agreements, collaborating with Legal to formalize the review of data security and AI clauses.
• Support the Third-Party Risk Management (TPRM) program by helping to manage automated workflows that flag high-risk vendors for GRC review.
• Assist in communicating and enforcing the required Third-Party Security Addendum (TPSA) for new vendors.

Senior Client Security Analyst

• Portfolio Management: You will manage a portfolio of complex clients reselling the value of IH services and solutions while seeking opportunities to deepen the partnership through upsell and expansion.
• Client Goals & Strategy: You will develop a deep understanding of client strategy, partnering with clients to develop measurable goals and define desired business outcomes for their relationship with IH.
• Retention & Upsell Plan: You will establish and maintain a Retention and Upsell Plan for each assigned client. And, you will engage internal partners to intentionally drive client health including member utilization and client ROI to meet client expectations and deliver on contractual commitments.
• Member Engagement, Utilization & Marketing: You will consult with clients encouraging alignment to IH Marketing Best Practices. You will partner with the IH Marketing team to define and execute a holistic member engagement strategy aligned to contractual commitments.
• Upsell & Expand: You will resell the value of IH services, products and solutions, identifying and promoting upsell opportunities while seeking opportunities to expand and deepen the relationship.
• Business Reviews: You will deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures including member engagement, utilization, clinical impact, PGs and ROI while demonstrating a strategic command of the client's experience and linking results to the client's desired business outcomes and goals.
• Relationship: You will conduct recurrent Partnership Connect meetings with daily client contacts galvanizing the partnership and creating a trusted advisor bond. You will cultivate professional relationships and trusted advisor status with client executives and consultants. You will collaborate with vendors in the client's benefits ecosystem to optimize the member experience and the client investment.
• Client Onboarding: You will understand client contractual commits and ensure client expectations are well managed and effectively aligned to contract. You will serve as the internal IH client advocate and represent Client Success in Implementation activities.
• Renewal Management: You will negotiate price increases at renewal, actively seeking opportunities to expand IH services and offerings while ensuring the renewal is completed with most-current IH contract terms.
• Escalation Management: You will mitigate churn risk and engage cross-functional IH business partners to advance client strategy while serving as the client's advocate within IH.
• CS Operations & Other Tasks: You will maintain CS and CRM Platforms in keeping with CS leadership expectations / CS Strategies. You will document all client interactions and follow-up in appropriate IH systems and to clients via email to achieve client commitments and document expectations.
• CS Mentorship & Initiatives: You will serve as a mentor to CS colleagues helping them onboard and become more proficient. You will participate in special projects to improve effectiveness of CS, and client and member experience as needed.

Senior Client Success Manager, Enterprise

Designer

• Execute and deliver a high volume of marketing collateral, primarily focusing on co-branded client assets derived from established design templates and style guides
• Provide print and screen-ready artwork; oversee production of print material when necessary
• Maintain complete accountability for all assigned production projects, ensuring files are delivered on-time, are pixel-perfect, and are 100% compliant with all pre-flight and technical specifications (including color space, bleed, resolution, and layer structure)
• Thrive in a fast-paced, autonomous environment, managing multiple simultaneous projects and deadlines by executing on tickets via Asana project boards, maintaining autonomy and clearly communicating status and blockers
• Actively look for ways to streamline and improve production workflows, tools, and file management best practices to increase team efficiency
• Contribute to our marketing team culture through a commitment to: service, a planful and communicative approach, leading with curiosity, and building positive and productive relationships across the department and company

Production Designer

Software Engineer

• Build responsive email templates and modules using HTML, CSS, and Liquid for personalization and dynamic content.
• Configure and support email, SMS, push notifications, and direct mail assets across marketing channels.
• Set up and update journeys, automation paths, and triggered workflows in Salesforce Marketing Cloud (Journey Builder + Automation Studio).
• Create and maintain Data Extensions, ensuring correct field structures and data availability for personalization.
• Translate scoped requests into full builds—supporting client-specific, co-branded, custom, and fast-turn needs.
• Perform rigorous QA on dynamic fields, personalization logic, rendering, and cross-channel consistency.
• Support future-state migration work in Braze through template rebuilds, component updates, and Liquid-based dynamic content.
• Manage tasks and deadlines via Asana, communicating clearly about timelines, requirements, and blockers.
• Maintain documentation, reusable components, and build standards that improve quality and efficiency over time.
• Collaborate with Creative to ensure assets are accurately integrated and align with brand and channel specifications.
• Collaborate with the broader development team to maintain consistency in build standards, coding patterns, and workflow efficiencies.
• Collaborate with Analytics and our SFMC architect as needed to confirm required fields, data extensions, or personalization logic.