Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the strategy, relationship management, retention, and growth of a highly complex, strategic enterprise healthcare account for Vatica + Cozeva.

• Act as the primary client leader and trusted advisor, linking risk adjustment and quality solutions to client priorities and measurable results.

• Allocate around 80% of your time to direct account management and execution, with the remaining 20% dedicated to people leadership.

• Supervise one Customer Success Manager.

• Develop the account strategy and success plan, ensuring alignment of priorities, contractual obligations, stakeholder requirements, and growth prospects.

• Foster trusted relationships with executive, business, clinical, and technical stakeholders.

• Facilitate executive governance meetings and quarterly business reviews.

• Generate insights, recommendations, and action plans that showcase value and enhance the partnership.

• Proactively identify account risks and manage escalations until resolution.

• Propel revenue generation, retention, and growth for the assigned account.

• Recognize, cultivate, and secure upsell and cross-sell opportunities in collaboration with Sales and Product teams.

• Monitor risk adjustment and quality outcomes, solution adoption, financial impact, and overall account health.

• Convert performance data into actionable recommendations for clients.

• Develop plans to improve Net Promoter Score (NPS) and overall client satisfaction.

• Collaborate with Product, Engineering, IT, Clinical, and Operations teams on implementation, delivery, and product capabilities.

• Translate client concerns and requests into clear business requirements.

• Oversee ticket triage and prioritization based on impact, urgency, and delivery dependencies.

• Manage client delivery commitments, specifying responsible parties and target timelines.

• Handle changes through established change control procedures and escalate risks to timelines when necessary.

• Advance deliverables and mitigate barriers across teams.

• Stay informed about payer requirements, regulatory submission processes, and operational workflows.

• Lead and mentor one Customer Success Manager, defining responsibilities, performance expectations, and operational rhythms.

• Contribute to collective customer success and engagement practices.

⛳️ Requirements

• Over 7 years of progressive experience in healthcare, healthcare technology, or healthcare consulting, including substantial client-facing leadership roles.

• Proven director-level scope and accountability for intricate healthcare accounts, with independent ownership of account strategy, executive relationships, commercial outcomes, and daily execution.

• Extensive knowledge of risk adjustment and quality programs, such as CMS-HCC, HHS-ACA, HEDIS, Stars, and MSSP/ACO.

• Understanding the relationships and workflows between health plans and provider organizations.

• Experience serving clients in healthcare SaaS or significant product and IT experience.

• Proficiency in collaborating with technical teams on client issues, prioritization of work, and delivery processes.

• Ability to navigate complex stakeholder environments and engage credibly with executive and C-suite leaders.

• Capability to influence cross-functional teams without direct authority.

• Demonstrated success in driving account revenue, retention, growth, and client satisfaction.

• Strong analytical, consultative, communication, and executive presentation abilities.

• Skill in transforming data into clear recommendations and impactful PowerPoint presentations.

• Capacity to operate independently, manage competing priorities, and uphold accountability for execution.

• Preferred understanding of decision-making and purchasing processes within Optum Health, Optum Insights, and Optum’s regional organizations.

• Direct experience in customer success or account leadership with a healthcare SaaS vendor offering risk adjustment and quality solutions.

• Prior experience in people management and coaching.

🏝️ Benefits

• Competitive salary based on experience and skills.

• Bonus potential (role-dependent and discretionary).

• 401k plans.

• Opportunities for growth and advancement.

• Comprehensive medical, dental, and vision insurance plans.

• Tax-free Dependent Care Account.

• Life insurance.

• Short-term disability coverage.

• Long-term disability coverage.

• Excellent PTO policy.

• Supportive work-life balance environment.

• Strong, collaborative teams.