Director, Client Success - Healthcare

Transact Campus

About The Position

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. 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.

Requirements

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.

Nice To Haves

Experience within healthcare technology, hospital operations and/or food service preferred.

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.
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.
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.

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

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