Client Success Director

Foodsmart

United States

Remote

USD 160,000 - 180,000

Full time

6 days ago

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Benefits offered by this job

Remote-First Company

Unlimited PTO

Flexible & remote location

Healthcare Coverage (Medical, Dental,

401k & bonus

Registered Dietitian Sessions

Job summary

Foodsmart is seeking a senior Client Success Leader to manage and grow a national CS team, owning client health, renewal, and escalation processes. You will partner with Product, Clinical, Legal, and executive teams to protect value across the customer lifecycle.

The role requires 10+ years in healthcare services or related client-facing roles, strong Salesforce usage, and experience driving renewals. This is a remote-first position with emphasis on cross-functional collaboration and data-driven

Qualifications

10+ years in healthcare services, consulting, or clinical services in a client-facing or client success role.
Track record of stabilizing at-risk client relationships and driving satisfaction outcomes.
Experience partnering with renewal and expansion strategy with commercial or account management functions.
Excellent communication skills and comfort presenting to senior stakeholders.

Responsibilities

Manage, coach, and grow a team of Client Success Managers.
Set expectations and rhythms for monitoring account health and escalation.
Own client satisfaction and health outcomes across the client lifecycle.
Lead cross-functional escalation for critical client issues with senior leadership.
Partner with sales leadership on renewal and expansion connections.
Develop and maintain client health dashboards and reporting.

Skills

Team leadership

Performance management

Hiring & recruiting

Stakeholder communication

CRM proficiency

Education

Bachelor's degree

Tools

Salesforce

Job description

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