[Hiring] Client Success Director @Foodsmart

Role Description

This role leads Foodsmart's Client Success function within our Commercial Organization, owning day-to-day client health, satisfaction, and issue resolution across our client base. You will manage a team of Client Success Managers, build the playbooks, tools, and escalation infrastructure that let the function scale, and partner closely with Account Executive leadership on the connection between client health and commercial strategy. You will also personally step in on the most complex client situations to drive accountability and resolution across the organization.

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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Remote-First Company
• Unlimited PTO
• Flexible & remote location
• Healthcare Coverage (Medical, Dental, Vision)
• 401k & bonus
• Registered Dietitian Sessions