Director of Customer Success

Role overview

The Director of Customer Success is responsible for the overall health, retention, expansion, and executive-level alignment of the organization’s most strategic and demanding client partnerships. In this senior leadership role, you will act as a trusted advisor to executive stakeholders while overseeing multi-product engagements across risk adjustment, quality, analytics, and clinical programs.

You will guide high-performing client success and engagement teams, shape measurable client outcomes, influence product and operational direction, and help position the company as a critical partner in value-based care transformation. The role calls for extensive experience in healthcare transformation, payer-provider collaboration, and large program execution, along with the credibility to work at the C-suite level.

Strategic client leadership

• Serve as the executive owner for a portfolio of large, complex, and strategically important accounts, with accountability for partnership health, business value, and growth.
• Build trusted relationships with senior client leaders by understanding their strategy, regulatory pressures, financial objectives, and operational realities.
• Facilitate executive governance meetings between clients and the company to keep long-term priorities aligned and manage escalations effectively.
• Anticipate risks, emerging requirements, and growth opportunities early, and drive proactive solutions before issues intensify.

Client outcomes and expansion

• Ensure clients achieve measurable results in risk adjustment, quality, and value-based care performance in line with contractual commitments and success measures.
• Oversee executive business reviews that clearly present performance trends, return on investment, value delivered, and future opportunities.
• Partner with Sales and Product to identify, develop, and close cross-sell and upsell opportunities across the Vatica and Cozeva portfolio.
• Represent the client perspective internally to help shape product direction, service design, and operational priorities based on broader account insights.

Team leadership and organizational influence

• Lead, coach, and develop the client success team to build capability for managing complex healthcare accounts.
• Set expectations, success measures, and operating cadences that support consistency, accountability, and scale.
• Collaborate across Product, Engineering, Clinical, Operations, Sales, and external partners in a highly matrixed environment.
• Help define and continuously improve onboarding, engagement, and client success practices across the organization.

Program oversight and execution

• Provide executive oversight for onboarding, implementation, and ongoing delivery of multi-year client programs.
• Track client performance, adoption, financial impact, and risk signals with discipline and rigor.
• Translate analytics and performance data into practical insights and recommendations for client stakeholders.
• Maintain working knowledge of regulatory submission workflows, payer requirements, and operational processes to support compliant and timely delivery.

Requirements

• At least 10 years of progressive experience in healthcare, healthcare technology, or healthcare consulting, including substantial client-facing leadership responsibility.
• 3 to 5 years of experience leading cross-functional, matrixed teams and developing strong performers.
• Proven success managing large and complex healthcare client relationships, ideally with Health Plans, IPAs, MSOs, ACOs, or large provider networks.
• Strong command of value-based care, including risk adjustment and quality programs.
• Working knowledge of risk adjustment models such as CMS-HCC and HHS-ACA.
• Experience with quality programs such as HEDIS, Stars, and MSSP/ACO.
• Ability to influence at the executive and C-suite level and navigate complex stakeholder environments.
• Excellent analytical, communication, and executive presentation abilities, including advanced PowerPoint storytelling.

Benefits and compensation

• Competitive pay aligned to experience and skills.
• Discretionary bonus potential depending on role performance.
• 401(k) plan support for long-term financial planning.
• Opportunities for growth and advancement within the organization.
• Medical, dental, and vision coverage.
• Tax-free dependent care account.
• Life insurance, short-term disability, and long-term disability coverage.
• Generous PTO and a strong work-life balance culture.
• Supportive teams and a collaborative environment.

Compensation note

The expected annualized compensation range for this position is approximately USD 130,000 to 150,000. Final pay depends on factors such as qualifications, experience, skills, and location, and the stated range is only one part of the overall compensation package.