About this role
You will:
Team Leadership & Development
- 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
Client Health & Escalation Ownership
- 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
Commercial Partnership & Cross-Functional Alignment
- Partner with Account Executive leadership on the connection between client health and renewal and expansion strategy, making sure CS insights are structurally built into commercial planning
- 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
Utilization & Performance Reporting
- Partner with Data & Analytics team to create and maintain client-facing utilization and performance reporting across the CS portfolio, ensuring accuracy, consistency, and timely delivery
- Monitor program-level data, including member enrollment, utilization, engagement, and clinical outcomes, to identify trends and surface proactive action items
- 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
Program & Process Leadership
- 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
You are:
- A people leader who genuinely enjoys coaching others and helping them grow
- Calm and decisive under pressure -- the person a team turns to when a client situation gets complicated
- Comfortable operating at both the strategic level (playbooks, planning, cross-functional alignment) and the tactical level (jumping into an account when needed)
- Someone who builds trust easily with senior stakeholders, both internally and with clients
- A clear, structured communicator who keeps people informed without over-explaining
- Genuinely curious about process -- always looking for ways to make the team's work more consistent and scalable
You have:
Required:
- 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)
Preferred:
- Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services
- Experience building or scaling a client success function from an early stage
- Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field
Role: Client Success Director
Location: Remote (US)
Base Salary Range: $160,000 - $180,000 base + bonus
Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-related skills, experience, and relevant education or training.