Client Success Director

About:

• Manage, coach, and grow a team of Client Success Managers, including performance management, career development, and day-to-day support
• Build hiring plans and take part in recruiting as the team's needs evolve
• Set clear expectations and rhythms for how the team monitors account health, triages issues, and communicates status internally
• Own client satisfaction and health outcomes; support the client relationship across its full lifecycle - from implementation and onboarding, through client education, ongoing reporting, and renewal execution
• Act as the ultimate internal escalation point for the most critical, executive-level client issues, mobilizing cross-functional leadership (Product, Clinical, Legal, executive team) as needed to ensure clarity and accountability
• Lead resolution of the highest-stakes client pain points, making sound judgment calls under pressure and ensuring nothing falls through the cracks
• Partner with Account Executive leadership on the connection between client health and renewal and expansion strategy
• Represent Client Success in cross-functional and executive conversations as a credible voice on client health and risk
• Coordinate with Product, Clinical, Operations, and Support leadership to resolve systemic issues affecting multiple accounts
• Partner with Data & Analytics team to create and maintain client-facing utilization and performance reporting across the CS portfolio
• Monitor program-level data, including member enrollment, utilization, engagement, and clinical outcomes
• Ensure the CS team can confidently interpret and present data, ROI, and clinical metrics that demonstrate value to clients
• Work with cross-functional teams to strengthen the tools and dashboards used for internal reporting
• Own Client Success playbooks, health-scoring methodology, and escalation frameworks, and evolve them as the client base grows
• Establish and maintain reporting cadences that give leadership visibility into account health and risk
• Lead initiatives to improve how the Client Success function operates, including tooling, process, and team structure

Experience:

• 10+ years in healthcare services, consulting, or clinical services in a client-facing or client success role, including experience managing a team
• A track record of stabilizing at-risk client relationships and driving satisfaction outcomes
• Familiarity with health plan lines of business (Medicare Advantage, Managed Medicaid, Commercial) and how health plan/health system contracting works
• Experience partnering with a commercial or account management function on renewal and expansion strategy
• Excellent communication skills and comfort presenting to senior internal and external stakeholders
• Proficiency with CRM platforms (Salesforce or equivalent)
• Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services (Preferred)
• Experience building or scaling a client success function from an early stage (Preferred)
• Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field (Preferred)

Salary and Perks:

Pay range: $160K - $180K

• Remote-First Company
• Unlimited PTO
• Flexible & remote location
• Healthcare Coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian Sessions

About Foodsmart:

A digital personal nutrition expert.