Client Success Manager

About us: Foodsmart is the leading Foodcare platform in the U.S., built to deliver nutrition-driven healthcare at scale. Powered by a national network of Registered Dietitians, Foodsmart combines personalized clinical nutrition care, behavior change tools, and food benefits to improve member health outcomes while lowering healthcare costs. Our platform is designed to foster healthier food choices, drive lasting behavior change, and deliver sustainable health outcomes. Through our highly personalized, digital platform, we guide more than 3 million members—including those in employer-sponsored health plans, regional and national Medicaid managed care organizations, Medicare Advantage plans, and commercial insurers—on a tailored journey to eating well while saving time and money. Foodsmart seamlessly integrates dietary assessments and nutrition counseling with online food ordering and cost-effective meal planning for the entire family, optimizing ingredients both at home and on the go. We partner with national and regional retailers across the U.S., many of whom accept SNAP/EBT, making healthier food more accessible. Additionally, we assist members with SNAP enrollment and management, providing tangible access to nutritious food. In 2024, Foodsmart secured a $200 million investment from TPG’s Rise Fund, which supports entrepreneurs dedicated to achieving the United Nations’ Sustainable Development Goals. This investment helps us expand our reach, particularly to low-income workers who are disproportionately affected by diet-related diseases. At Foodsmart, our mission is to make nutritious food accessible and affordable for everyone, regardless of economic status. We are committed to a set of core values that shape our culture and work environment: 👥 Customer First - You start with the member and work backwards. 🚀 Make It Happen - You act with urgency, use data, and hold high standards. 🤝 One Team - You collaborate with respect and commit as a group.

Whether you're a dietitian, a commercial leader, or a technologist, working at Foodsmart means being part of a team that is passionate, supportive, and driven by a shared purpose. Join us in transforming the way people access and enjoy healthy food.

About the role: The Client Success Manager is responsible for supporting a portfolio of Foodsmart’s health plan clients in close partnership with an Account Executive who will support renewal and growth of those accounts. This role is a relationship-driven, execution-focused role centered on delivering exceptional service, driving account retention, and managing issue resolution. You will serve as the primary point of contact for your clients, operating at the day-to-day level, accountable for ensuring program success and long-term partnership value.

You will: Account Retention & Relationship Management

• Build and maintain strong working relationships within relevant client stakeholders while owning day-to-day operational and program leadership relationships across a defined portfolio of accounts, serving as the primary point of contact for operational needs, strategic initiatives, and service delivery while also fostering a culture of continuous improvement

• Help to drive account retention by maintaining high client satisfaction, proactively addressing service issues, and ensuring consistent program execution

• Participate in and lead regular client check-ins, business reviews, and strategic planning sessions, providing clear updates on commitments while partnering with the Account Executive to communicate product and service launches/updates

• Articulate both the qualitative and quantitative value of food and nutrition and the impact of our client partnerships

Operations & Service Delivery

• Execute established account management standards and processes with precision and consistency across your portfolio

Respond quickly to client-raised issues, triaging and resolving execution-based problems in coordination with internal operations, clinical, product, and support teams

• Track and manage open action items, deliverables, and timelines to ensure nothing falls through the cracks

• Provide customer success and day-to-day support in partnership with Account Executive for complex accounts where dual staffing is needed

• Maintain accurate account documentation, meeting notes, and activity logs in CRM systems

• Coordinate with Product, Engineering, Finance, Sales, and Clinical Operations teams on implementation needs and ongoing account requirements

Program Strategy & Continuous Improvement

• Partner closely with Account Executives to develop and execute account strategies that drive success, improvement, and retention, and targeted expansion

• Lead client-specific program improvements and initiatives, including new program launches and benefit expansions

• Understand data deeply and use it to drive changes in account strategy; interpret and present ROI and clinical metrics that demonstrate value to clients

• Prepare and deliver client-facing reporting and materials, including performance updates, program summaries, and business reviews

• Serve as an internal liaison for client needs, flagging issues and opportunities to the appropriate team members

Marketing & Member Engagement

• Lead delivery of marketing campaigns that drive member enrollment and engagement, ultimately contributing to client satisfaction and retention

• Work closely with the Foodsmart marketing team to adapt existing materials to client needs and co-create campaigns based on each client's unique situation and member population

• Leverage marketing data and campaign analytics to refine strategies and report on outcomes to clients

Performance Monitoring

• Monitor key program metrics including member enrollment, utilization, engagement, and clinical outcomes for assigned accounts

• Identify and address performance gaps or at-risk accounts proactively, escalating to senior leadership as appropriate

• Support