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.
Company Overview
Illumia 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.