Director, Client Success

About IntusCare

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 IntusCare replaces outdated technology and manual workarounds with purpose-built solutions for care coordination, risk adjustment, population health, and utilization management.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.

Key Responsibilities

Leadership & Strategy

• 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.

Team Management & Development

• 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.

Client Journey Ownership

• 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.

Client Advocacy & Value Realization

• 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.

Cross-Functional Partnership

• 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.

Qualifications

Required

• 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 relat