Director, Customer Success – CoE

This is a fully remote position, open to applicants in New York.

📋 Description

• Establish Covera’s Customer Success function from scratch by outlining the CS playbook, determining account health-scoring and segmentation, setting the cadence for QBR and reporting, as well as standardizing the sales-to-CS handoff process.

• Assume ownership of accounts and manage relationships across the customer base, including interactions with key personnel. Conduct regular meetings with key personnel to nurture relationships, address issues, report on performance, and identify opportunities.

• Serve as the strategic sponsor and main point of contact for the client during onboarding and ongoing operations, ensuring that their business objectives and requirements are effectively communicated to Covera’s internal Operations and Product teams, while escalating and resolving any issues that arise.

• Drive recurring reporting and business reviews, which includes operational reports, monthly updates, QBRs, and annual strategic meetings. Utilize clean data exports from CoE Operations and advanced analytical skills to manipulate, analyze, and derive actionable insights.

• Oversee a structured account handoff process from Business Development upon closure, which includes scope, pricing, and commitments.

• Identify expansion and renewal opportunities and feed them back into the pipeline in collaboration with Business Development.

⛳️ Requirements

• A minimum of 10 years of progressive experience in Customer Success, Account Management, or enterprise consulting within the employer benefits, digital health, or health plan sectors.

• A demonstrated history of managing and expanding jumbo, self-funded employer accounts (Fortune 100/500). You should possess the executive presence necessary to engage effectively with C-suite HR and Benefits leaders.

• A profound, intuitive understanding of the thought processes, actions, and success metrics of benefits leaders at large employers.

• Preferred expertise in radiology, specialized Centers of Excellence (CoE) programs, or value-based care delivery.

🏝️ Benefits

• Comprehensive medical plans - select from three options, including one where 100% of premiums are covered for you and your dependents.

• Vision & Dental coverage.

• Flexible Time Off - take the time you need, whenever you need it.

• Generous company-wide holidays - a total of 16.

• 401(k) Retirement Plan.

• Annual Professional Development Stipend to invest in courses, books, or any other professional development-related activities.

• Annual Wellness stipend for fitness, mental health, or other wellness-related expenses.