Client Success Director

permanent

Fully Remote

Only accepting applications from: United States

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)