[Remote] Director, Client Success - Healthcare

Note: The job is a remote job and is open to candidates in USA. Illumia is an industry leader in bringing integrated technology solutions to healthcare. The Director of Client Success will lead a team responsible for driving client adoption and retention, ensuring clients realize value from solutions while collaborating with various teams to enhance overall client outcomes.

Responsibilities

• Lead, mentor, and develop a team of 7–8 Client Success Managers
• Conduct regular coaching sessions, account reviews, and performance evaluations
• Build a high-performance culture focused on accountability, outcomes, and continuous improvement
• Lead and continuously enhance the current new hire onboarding curriculum that accelerates time to productivity for new CSMs
• Ensure structured Success Plans are developed and executed for key accounts
• Proactively identify at-risk accounts and implement recovery strategies
• Partner with Sales to drive renewals and expansion opportunities
• Participate in executive-level business reviews and strategic planning sessions
• Build trusted relationships with healthcare leaders including Directors of Food & Nutrition, VP Support Services, and CIOs
• Support large-scale transformation initiatives and solution migrations as needed
• Strengthen CRM data quality, improve reporting reliability, and enable data-driven decision making across the organization
• Define scalable processes, playbooks, and engagement models across account segments
• Monitor customer health metrics and team productivity indicators
• Optimize team coverage and resource allocation to maximize impact
• Drive consistent execution of Quarterly Business Reviews and strategic account planning

Skills

• 8+ years of experience in Customer Success, Account Management, or SaaS revenue leadership roles
• 3+ years of experience leading high-performing teams, specifically in Account Management, Client Success, or Sales function
• Demonstrated success driving retention, NRR growth, and expansion within enterprise and middle market accounts
• Strong executive presence and ability to influence VP & C-suite stakeholders
• Excellent analytical, communication, and leadership skills
• Experience within healthcare technology, hospital operations and/or food service preferred

Benefits

• Flexible time off to include paid holidays and volunteer time.
• Robust health, dental, and vision insurance plans on your first day of employment
• Employer-paid life insurance/AD&D/short-term and long-term disability insurance
• Comprehensive employee assistance program (EAP)
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan
• Some positions may include additional compensation in the form of bonus, equity, or commissions.

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