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Foodsmart is a leading nutrition-driven healthcare platform serving over 3 million members across employer-sponsored health plans, Medicaid managed care, Medicare Advantage, and commercial insurers. The company combines personalized clinical nutrition care, behavior change tools, and food benefits to improve health outcomes while lowering costs. In 2024, Foodsmart secured a $200 million investment from TPG's Rise Fund.
You will lead Foodsmart's Client Success function within the Commercial Organization, owning day-to-day client health, satisfaction, and issue resolution across the entire client base. This is a people-leadership role managing a team of Client Success Managers, with responsibility for building playbooks, tools, and escalation infrastructure that enable the function to scale. You will partner closely with Account Executive leadership to connect client health with commercial strategy and personally handle the most complex client situations to drive accountability and resolution.
Key responsibilities include:
**Team Leadership & Development:** Manage, coach, and develop Client Success Managers with performance management and career development. Build hiring plans and participate in recruiting. Set clear expectations and rhythms for account health monitoring, issue triage, and internal communication.
**Client Health & Escalation Ownership:** Own client satisfaction and health outcomes across the full lifecycle—from implementation and onboarding through client education, reporting, and renewal execution. Serve as the ultimate escalation point for critical, executive-level client issues, mobilizing cross-functional leadership (Product, Clinical, Legal, executive team) as needed. Lead resolution of highest-stakes client pain points with sound judgment under pressure.
**Commercial Partnership & Cross-Functional Alignment:** Partner with Account Executive leadership on the connection between client health and renewal/expansion strategy. Represent Client Success in cross-functional and executive conversations as a credible voice on client health and risk. Coordinate with Product, Clinical, Operations, and Support leadership to resolve systemic issues affecting multiple accounts.
**Utilization & Performance Reporting:** Partner with Data & Analytics to create and maintain client-facing utilization and performance reporting. Monitor program-level data including member enrollment, utilization, engagement, and clinical outcomes to identify trends and surface proactive action items. Ensure the CS team can confidently interpret and present data, ROI, and clinical metrics demonstrating value to clients.
**Program & Process Leadership:** Own Client Success playbooks, health-scoring methodology, and escalation frameworks. Establish and maintain reporting cadences giving leadership visibility into account health and risk. Lead initiatives to improve how the Client Success function operates, including tooling, process, and team structure.
You are a people leader who genuinely enjoys coaching and helping others grow. You remain calm and decisive under pressure—the person a team turns to when client situations get complicated. You operate comfortably at both strategic levels (playbooks, planning, cross-functional alignment) and tactical levels (jumping into an account when needed). You build trust easily with senior stakeholders, both internally and with clients. You communicate clearly and structurally, keeping people informed without over-explaining. You are genuinely curious about process and always looking for ways to make the team's work more consistent and scalable.
**Requirements:**
Required:
- 10+ years in healthcare services, consulting, or clinical services in a client-facing or client success role, including experience managing a team
- Track record of stabilizing at-risk client relationships and driving satisfaction outcomes
- Familiarity with health plan lines of business (Medicare Advantage, Managed Medicaid, Commercial) and how health plan/health system contracting works
- Experience partnering with a commercial or account management function on renewal and expansion strategy
- Excellent communication skills and comfort presenting to senior internal and external stakeholders
- Proficiency with CRM platforms (Salesforce or equivalent)
Preferred:
- Experience with food-as-medicine programs, nutrition benefits, SDOH interventions, telehealth, wellness, or related health services
- Experience building or scaling a client success function from an early stage
- Bachelor's degree in business, public health, nutrition, healthcare administration, or a related field
