Client Success Director

Accountabilities

- Lead, coach, and develop a team of Client Success Managers, including performance management, career development, hiring, and day-to-day support.

- Establish clear operating rhythms for monitoring account health, prioritizing issues, communicating risks, and maintaining client accountability.

- Own client satisfaction and health throughout the full lifecycle, from implementation and onboarding through education, reporting, and renewal execution.

- Serve as the ultimate internal escalation point for complex and executive-level client concerns, coordinating Product, Clinical, Legal, Operations, Support, and executive stakeholders as needed.

- Personally lead resolution of high-impact client challenges, making sound decisions under pressure and ensuring issues are addressed through to completion.

- Partner with commercial and account management leadership to incorporate client health insights into renewal and expansion strategies.

- Represent Client Success in executive and cross-functional discussions, providing a clear perspective on client needs, risks, opportunities, and priorities.

- Coordinate with Data & Analytics teams to develop accurate, consistent, and timely client-facing utilization and performance reporting.

- Monitor enrollment, utilization, engagement, and clinical outcome data to identify trends and recommend proactive actions.

- Ensure Client Success Managers can confidently interpret and present ROI, utilization, and clinical metrics to demonstrate program value.

- Own and continuously improve Client Success playbooks, health-scoring methodology, escalation frameworks, reporting cadences, tools, and processes.

- Lead initiatives that improve the scalability, consistency, and effectiveness of the Client Success organization as the portfolio grows.

Requirements

- 10+ years of experience in healthcare services, consulting, clinical services, client success, or a closely related client-facing environment, including team management experience.

- Demonstrated success stabilizing at-risk client relationships and improving client satisfaction and health outcomes.

- Familiarity with healthcare payer lines of business, including Medicare Advantage, Managed Medicaid, and Commercial, as well as health plan and health system contracting.

- Experience partnering with commercial, sales, or account management teams on renewal and expansion strategies.

- Strong executive communication and presentation skills, with the ability to build credibility and trust with senior internal and external stakeholders.

- Strong people leadership skills, including coaching, performance management, talent development, and team building.

- Ability to remain calm and decisive when managing complex or high-stakes client situations.

- Ability to balance strategic responsibilities such as process design and planning with hands-on account intervention when needed.

- Strong analytical and operational mindset, with an interest in creating scalable processes, tools, and reporting structures.

- Proficiency with Salesforce or an equivalent CRM platform.

- Experience with food-as-medicine programs, nutrition benefits, social determinants of health interventions, telehealth, wellness, or related healthcare services is preferred.

- Experience building or scaling a Client Success function in an early-stage or growing organization is preferred.

- Bachelor’s degree in business, public health, nutrition, healthcare administration, or a related field is preferred.

Benefits

- Base salary of $160,000–$180,000 per year , plus bonus.

- Fully remote, remote-first work environment.

- Flexible remote location.

- Unlimited paid time off.

- Medical, dental, and vision healthcare coverage.

- 401(k) retirement plan.

- Bonus opportunity.

- Access to Registered Dietitian sessions.

- Opportunity to lead and scale a strategic Client Success function within a healthcare-focused organization.

- Cross-functional exposure across commercial, clinical, product, operations, analytics, and executive teams.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
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