Director, Client Success

IntusCare

3d•$135,000 - $150,000•Remote

About The Position

IntusCare is the only end-to-end ecosystem built specifically to help Programs of All-Inclusive Care for the Elderly (PACE) programs deliver exceptional care, strengthen financial performance, and stay compliant. IntusCare replaces outdated technology and manual workarounds with purpose-built solutions for care coordination, risk adjustment, population health, and utilization management. IntusCare empowers teams to take control of their operations and improve outcomes for dual-eligible seniors – some of the most socially vulnerable and clinically complex individuals in the US healthcare system Role Overview The Director of Client Success is a strategic, operational, and people-focused leader responsible for ensuring that clients achieve measurable value, strong adoption, and long-term outcomes from our products and services. This leader oversees the Client Success function --guiding the team that supports, educates and nurtures clients from post‑implementation through renewal. The Director sets the vision and strategy for client success, drives standardization and continuous improvement, builds a high-performing team, and serves as the voice of the client across the organization. This role is ideal for a dynamic leader passionate about client advocacy, operational excellence, and delivering an exceptional customer experience.

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.

Nice To Haves

Experience in healthcare delivery, PACE, EMR systems, risk adjustment, population health, or similar domains.
Experience working in fast-paced, scaling organizations or startups.
Familiarity with CRM/CS platforms, analytics tools, and project management systems.
Bachelor’s degree in Business, Healthcare Administration, Public Health, Information Systems, or related field.

Responsibilities

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.