[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.ResponsibilitiesLead, mentor, and develop a team of 7–8 Client Success ManagersConduct regular coaching sessions, account reviews, and performance evaluationsBuild a high-performance culture focused on accountability, outcomes, and continuous improvementLead and continuously enhance the current new hire onboarding curriculum that accelerates time to productivity for new CSMsEnsure structured Success Plans are developed and executed for key accountsProactively identify at-risk accounts and implement recovery strategiesPartner with Sales to drive renewals and expansion opportunitiesParticipate in executive-level business reviews and strategic planning sessionsBuild trusted relationships with healthcare leaders including Directors of Food & Nutrition, VP Support Services, and CIOsSupport large-scale transformation initiatives and solution migrations as neededStrengthen CRM data quality, improve reporting reliability, and enable data-driven decision making across the organizationDefine scalable processes, playbooks, and engagement models across account segmentsMonitor customer health metrics and team productivity indicatorsOptimize team coverage and resource allocation to maximize impactDrive consistent execution of Quarterly Business Reviews and strategic account planningSkills8+ years of experience in Customer Success, Account Management, or SaaS revenue leadership roles3+ years of experience leading high-performing teams, specifically in Account Management, Client Success, or Sales functionDemonstrated success driving retention, NRR growth, and expansion within enterprise and middle market accountsStrong executive presence and ability to influence VP & C-suite stakeholdersExcellent analytical, communication, and leadership skillsExperience within healthcare technology, hospital operations and/or food service preferredBenefitsFlexible time off to include paid holidays and volunteer time.Robust health, dental, and vision insurance plans on your first day of employmentEmployer-paid life insurance/AD&D/short-term and long-term disability insuranceComprehensive employee assistance program (EAP)Flexible spending account (FSA) or health savings account (HSA)Matched 401(k)Employee stock purchase planSome positions may include additional compensation in the form of bonus, equity, or commissions.Company OverviewIllumia provides comprehensive campus commerce solutions, enhancing convenience and operational efficiency. It is a sub-organization of Roper Technologies. It was founded in 1984, and is headquartered in Scottsdale, Arizona, USA, with a workforce of 1001-5000 employees. Its website is https://illumiatech.com.