Intus Care

Director, Client Success

Intus Care

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $135,000 - $150,000 per year

Job Level

Lead

About the role

  • 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).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Client Success strategyKPI establishmentdata analysisprocess improvementteam managementonboardingclient lifecycle managementplaybook developmenthealth metrics monitoringoperational excellence
Soft Skills
client-first philosophyleadershipmentoringcollaborationcommunicationpresentationrelationship-buildingproblem-solvinginfluencingcoaching
Certifications
Bachelor’s degree in BusinessBachelor’s degree in Healthcare AdministrationBachelor’s degree in Public HealthBachelor’s degree in Information Systems