Director, Client Success - Healthcare

Who we are:

Illumia is an industry leader in bringing the best integrated technology solutions to education, healthcare, and business campuses worldwide. Illumia was built on the collective expertise of Transact Campus + CBORD, and brings together people, technology, and insight to pioneer the art of the experience across the communities we serve. Be a part of this exciting organization and improving the lives of people doing mission-critical work.

Why join our team?

We strive to provide the best customer experience in the industry and have succeeded with a single, strong motivating principle: We serve our user community.

Our success and growth are directly attributed to our people. Our newly combined companies are dedicated to fostering a culture of integrity, respect, and continuous personal development. We maintain an entrepreneurial spirit, where creativity, innovative problem-solving, and learning agility drive our day-to-day actions.

What you will be doing:

We are seeking a strategic and results-driven Manager of Client Success to lead our Healthcare Client Success team. This leader will oversee a team of 7–8 Client Success Managers responsible for driving adoption, retention, and expansion across our healthcare portfolio, including hospitals and senior living organizations.

The Manager of Client Success plays a critical leadership role in ensuring our clients realize measurable value from our solutions. This position partners cross-functionally with Sales, Implementation, Product, and Support teams to deliver exceptional client outcomes while contributing to overall revenue growth and retention performance.

Job Summary / Purpose:

Team Leadership & Performance Management

• 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.

Client Value Realization & Retention

• 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.

Executive Engagement & Strategic Oversight

• 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.

Who will you work with:

Collaborate with Sales to create winning account plans, growth strategies, and cohesion across teams.

Partner with Implementation to ensure seamless onboarding experiences.

Act as Voice of the Customer with Product and Engineering teams.

Work with CSM leadership & Sales Operations to improve data integrity within our CRM.

Key Responsibilities and Duties

• 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.

What you bring to the table:

Qualifications

• 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.
• Experience within healthcare technology, hospital operations and/or food service preferred.
• Excellent analytical, communication, and leadership skills.

What Success Looks Like

• Improved Gross and Net Revenue Retention across the healthcare portfolio.
• Increase cohesion across Sales and Implementation teams from new initiatives.
• Creation of scalable solutions that improve new hire onboarding, data-driven decisions, and client engagement centered on value delivery.
• High team engagement, productivity, and career progression.
• Strong cross-functional collaboration and executive-level client relationships.

Essential Functions of the job:

The duties and responsibilities described in this job description are intended to represent the essential functions of the position as defined under applicable federal, state, and local labor laws, including the Americans with Disabilities Act (ADA). These functions are the fundamental job duties required for successful performance.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions unless such accommodations impose an undue hardship on the organization.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may be added, removed, or modified at any time in accordance with business needs and applicable law.

What you get when you join our team:

• 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

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD now Illumia is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.