Director, Client Success

The Company:

Ilant Health is a value-based healthcare provider focused on cardiometabolic obesity, a group of interconnected conditions that drive over $700 billion in annual U.S. healthcare expenses. We are dedicated to increasing access to treatment while reducing the total cost of care for employers and payers. We are not just a provider, we are a technology-enabled practice driven by analytics. Our mission is to "de-average" care, using proprietary algorithms to match Members with the right interventions at the right time, while establishing habits that support treatment success and sustained outcomes. By combining clinical rigor with a consumer-grade digital experience, we drive life-changing outcomes and measurable ROI.

We serve as the single, integrated front door for comprehensive care, delivering a full continuum of evidence-based solutions, spanning bariatric surgery, pharmacotherapy, and intensive behavioral therapy. Crucially, we personalize care for every Member through a dedicated multidisciplinary care team, empowered by our advanced digital platform. This ecosystem includes specialized tools for our providers and a fully accessible Member Portal (web and mobile) for our Members.

The Role:

Ilant Health is seeking a Director of Client Success to build and lead our enterprise implementation and account management function as we rapidly scale. This is a hands-on leadership role that combines strategic thinking with execution—you will personally lead implementations for our largest enterprise clients while designing the people, processes, and systems that enable the function to grow. As one of the earliest leaders on the commercial team, you'll partner closely with Sales, Product, Clinical Operations, Marketing, Data, Finance, and Customer Success to deliver exceptional client experiences from contract signature through long-term partnership. This is an opportunity to build the playbook for a category-defining healthcare company.

Key Responsibilities:

• Client Implementation & Enterprise Account Management

  • Serve as the executive implementation lead and primary relationship owner for Ilant Health's largest enterprise customers, including Fortune 500 employers and health plans.

  • Lead end-to-end client implementations from contract signature through successful launch, ensuring projects are delivered on time and with exceptional quality.

  • Build trusted executive relationships with client stakeholders and serve as a strategic advisor throughout the partnership.

  • Own ongoing account management for key enterprise clients, driving client satisfaction, adoption, renewals, and expansion opportunities.

  • Partner cross-functionally with Sales, Product, Clinical Operations, Marketing, Data, Finance, and Engineering to ensure seamless client delivery.

• Build & Scale the Client Success Function

  • Hire, develop, and lead a high-performing team across implementation and account management as the business scales.

  • Develop organizational structure, hiring plans, role definitions, and staffing models aligned with company growth.

  • Establish team performance metrics, coaching processes, and career development frameworks.

  • Build a culture focused on operational excellence, client advocacy, accountability, and continuous improvement.

• Build Processes & Operational Excellence

  • Design and implement scalable implementation methodologies, client onboarding playbooks, templates, and standard operating procedures.

  • Evaluate and improve systems, workflows, and automations across the client lifecycle.

  • Optimize and integrate tools including HubSpot, Asana, Slack, Jira, Google Workspace, AI meeting assistants, and reporting platforms.

  • Create cross-functional implementation workflows that coordinate work across Finance, Product, Engineering, Clinical Operations, Marketing, and Data teams.

  • Drive continuous process improvements that increase efficiency while maintaining a world-class client experience.

• Measure & Improve Client Outcomes

  • Define and monitor key client success metrics, including implementation timelines, client satisfaction (NPS/CSAT), member enrollment, retention, renewals, and expansion.

  • Develop reporting and operational dashboards that provide visibility into implementation health, account performance, and team capacity.

  • Use client feedback and performance data to improve processes, product adoption, and long-term customer outcomes.

  • Partner with Marketing and Clinical Operations to support member engagement, retention, and client success stories.

Qualifications:

• 7+ years of experience in Client Success, Enterprise Account Management, Professional Services, Customer Implementation, or Customer Operations within healthcare or B2B SaaS.

• 3+ years of experience leading, hiring, and developing high-performing client-facing teams.

• Demonstrated success implementing and managing large self-funded employer clients.

• Experience building implementation functions, customer success organizations, or operational playbooks from an early-stage or high-growth environment.

• Strong program and project management skills with the ability to manage multiple complex implementations simultaneously.

• Experience designing scalable operational processes, workflows, automations, and customer success systems.

• Excellent executive communication and relationship management skills with the ability to influence both internal and external stakeholders.

• Strong analytical mindset with experience using customer metrics and operational data to drive business decisions.

• Experience with CRM and project management platforms such as HubSpot, Salesforce, Asana, Jira, Monday.com, or similar tools.

• Bachelor's degree required; experience in healthcare administration, business, public health, or a related field preferred.

Benefits and Perks:

We believe great work happens when people are supported, trusted, and given the flexibility to thrive. Here’s what you can expect when you join our team:

• Fully remote environment – work from anywhere while maintaining meaningful collaboration with a distributed team

• Comprehensive health benefits – medical, dental, and vision coverage to support you and your family

• Paid time off – 2 weeks of PTO to rest, recharge, and take the time you need

• Flexible floating holiday – one additional day each year to celebrate what matters most to you

• Paid sick leave – 5 sick days so you can prioritize your health when needed

• 11 paid company holidays throughout the year

• 401(k) retirement plan to help you invest in your future

• Healthcare and Dependent Care FSA options for additional tax-advantaged savings