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Director, Client Success at Intus Care | JobVerse
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Director, Client Success
Intus Care
Remote
Website
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Director, Client Success
United States
Full Time
2 weeks ago
$135,000 - $150,000 USD
H1B Sponsor
Apply Now
Key skills
Analytics
SaaS
CRM
Leadership
Project Management
Communication
Collaboration
Account Management
About this role
Role Overview
Develop and execute the Client Success strategy aligned with organizational goals.
Champion a client-first philosophy to drive client satisfaction, retention, and expansion.
Partner closely with Product, Implementation, Support, Commercial, and Training teams to ensure a unified client experience.
Establish departmental KPIs, reporting cadences, and dashboards that measure success and guide decision-making.
Represent client trends and insights to executive leadership, influencing roadmaps and business priorities.
Lead, mentor, and grow a team of Client Success Managers (CSMs), Senior CSMs, and other success-focused roles.
Create a high-performance culture grounded in ownership, collaboration, and continuous improvement.
Oversee hiring, onboarding, skills development, coaching, and performance evaluations.
Ensure consistency, quality, and scalability in client interactions and processes.
Own the end-to-end post-implementation client lifecycle, including onboarding transitions, adoption and retention.
Establish standardized playbooks, workflows, success plans, and client-facing materials to ensure consistent delivery.
Ensure CSMs proactively monitor health metrics and mitigate risks to client satisfaction and retention.
Oversee business reviews, health checks, and long-term value realization strategies.
Drive operational excellence by eliminating friction, improving processes, and strengthening cross-team coordination.
Act as senior point of escalation for complex client issues, partnering internally to drive timely resolution.
Use data and insights to demonstrate ROI, influence strategic conversations, and elevate the client’s voice.
Ensure clients receive the training, resources, and support needed to fully integrate our products into their workflows.
Partner with Account Management to prepare for renewals, expansions, and executive presentations.
Collaborate with Implementation on seamless handoffs and readiness for ongoing adoption.
Partner with Product and Engineering to surface client insights, feature requests, and prioritization needs.
Work with Support to ensure ticket trends, pain points, and workflow improvements feed into broader success strategies.
Align with Marketing and Commercial teams on case studies, storytelling, messaging, and product positioning.
Requirements
7+ years in Client Success, Account Management, Professional Services, or related functions (preferably in SaaS or healthcare technology).
3+ years managing and developing high-performing teams.
Proven experience leading enterprise clients with complex workflows and multi-stakeholder environments.
Strong operational mindset with an ability to design scalable systems, playbooks, and processes.
Exceptional communication, presentation, and relationship‑building skills.
Data-driven approach to decision-making with comfort using dashboards, analytics, and KPIs.
Demonstrated success in driving adoption, retention, and measurable client outcomes.
Experience in healthcare delivery, PACE, EMR systems, risk adjustment, population health, or similar domains (preferred).
Experience working in fast-paced, scaling organizations or startups (preferred).
Familiarity with CRM/CS platforms, analytics tools, and project management systems (preferred).
Bachelor’s degree in Business, Healthcare Administration, Public Health, Information Systems, or related field (preferred).
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