Director, Client Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Client Success function at Foodsmart within the Commercial Organization

• Oversee daily client health, satisfaction, and issue resolution across the client portfolio

• Manage, mentor, and develop a team of Client Success Managers

• Develop hiring strategies and engage in recruitment efforts

• Establish expectations and operating rhythms for monitoring account health, prioritizing issues, and communicating status updates

• Take ownership of client satisfaction and health outcomes throughout the client lifecycle, from implementation and onboarding to education, reporting, and renewal processes

• Act as the primary internal escalation point for critical issues affecting executive-level clients

• Collaborate with Product, Clinical, Legal, and executive leadership to address high-stakes client challenges

• Partner with Account Executive leadership to formulate strategies for renewal and expansion

• Represent Client Success in cross-functional and executive-level discussions

• Coordinate with leadership from Product, Clinical, Operations, and Support on systemic account challenges

• Develop and maintain client-facing utilization and performance reports

• Track enrollment, utilization, engagement, and clinical outcomes data

• Ensure the Client Success team can analyze and convey data, ROI, and clinical metrics

• Own the Client Success playbooks, health-scoring methods, and escalation frameworks

• Set up reporting cadences for leadership to gain visibility into account health and risks

• Drive initiatives that enhance Client Success tools, processes, and team structure

⛳️ Requirements

• A minimum of 10 years in healthcare services, consulting, or clinical services in a client-facing or client success capacity, including team management experience

• Proven success in stabilizing at-risk client relationships and achieving satisfaction outcomes

• Knowledge of health plan lines of business (Medicare Advantage, Managed Medicaid, Commercial) and the workings of health plan/health system contracting

• Experience collaborating with a commercial or account management team on renewal and expansion strategies

• Exceptional communication skills, with the ability to present to senior internal and external stakeholders

• Proficiency in CRM platforms such as Salesforce or similar

• Background in food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services

• Experience in 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

🏝️ Benefits

• Remote-First Company

• Unlimited PTO

• Flexible & remote location

• Healthcare Coverage (Medical, Dental, Vision)

• 401k & bonus

• Registered Dietitian Sessions