Client Success Director

About Foodsmart: Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs. Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money. Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases. At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment: Customer First - You start with the member and work backwards. Make It Happen - You act with urgency, use data, and hold high standards. One Team - You collaborate with respect and commit as a group. Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food. About the Role: 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. 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 You are: 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 You have: 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 $160,000 - $180,000 a year Role: Client Success Director Location: Remote (US) Base Salary Range: $160,000 - $180,000 base + bonus Our salary ranges are determined by role, level, and location. Individual pay is determined by work location, job-related skills, experience, and relevant education or training. About our benefits and perks: Remote-First Company Unlimited PTO Flexible & remote location Healthcare Coverage (Medical, Dental, Vision) 401k & bonus Registered Dietitian Sessions Foodsmart is an Equal Opportunity Employer. It is our firm policy to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin, citizenship status, religious creed, age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law. #J-18808-Ljbffr Foodsmart