Director of Customer Success

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

📋 Description

• Act as a strategic consultant and a trusted advisor to enterprise healthcare clients.

• Integrate Vatica + Cozeva’s risk adjustment, quality, and population health solutions with client business priorities and measurable results.

• Manage client strategy and success plans.

• Cultivate relationships with executive, business, clinical, and technical stakeholders.

• Facilitate governance meetings and business reviews, providing insights, recommendations, and actionable plans.

• Convert client needs into recommendations regarding product configuration, module utilization, workflows, and best practices.

• Acquire and maintain extensive knowledge of Cozeva’s products and services.

• Address client inquiries and apply product knowledge to solve client challenges.

• Analyze risk adjustment, quality performance, adoption, account health, and client feedback.

• Transform findings into actionable recommendations and improvement strategies.

• Identify risks to client retention and opportunities for expansion.

• Collaborate with Sales and Product teams on renewals, upsells, and cross-sell opportunities.

• Convert client issues and enhancement requests into clear business needs, supported by data, use cases, and expected outcomes.

• Work alongside Product and technical teams to evaluate fit, feasibility, impact, and priority.

• Coordinate with Implementation and Provider Engagement to ensure onboarding and implementation align with client objectives.

• Manage client communications and ensure follow-through on commitments.

• Document functional owners, target dates, and dependencies; facilitate resolution and escalate risks as necessary.

• Advance account initiatives, overcome barriers across teams, contribute to customer success practices, and mentor colleagues.

⛳️ Requirements

• Over 7 years of progressive experience in healthcare technology, consulting, a health plan, or a population health function within a large provider organization, with significant client-facing or stakeholder advisory responsibilities.

• In-depth knowledge of risk adjustment, quality, and population health, including familiarity with HEDIS, Stars, and relevant risk adjustment models.

• Understanding of payer and provider business priorities and workflows.

• Experience advising or collaborating with health plans, large health systems, medical groups, or other complex provider organizations, with responsibilities suitable for a director-level position.

• Familiarity with healthcare SaaS products, including learning platform capabilities, data manipulation, assessing enhancement needs, and collaboration with Product and technical teams.

• Ability to comprehend a client’s business, formulate practical recommendations, influence executive stakeholders, and independently lead complex tasks to completion.

• Strong analytical skills, written communication abilities, meeting facilitation, and executive presentation skills.

• Capacity to articulate complex information clearly and link recommendations to business outcomes.

• Preferred: Experience with a competitor or healthcare technology vendor offering risk adjustment, quality, or population health solutions.

• Preferred: Background in customer success, account leadership, consulting, or product roles with transferable client advisory skills.

• Preferred: Experience in mentoring or coaching colleagues and enhancing customer success practices.

🏝️ Benefits

• Competitive salary based on experience and skills.

• Bonus potential (discretionary, based on role).

• 401(k) plans.

• Opportunities for growth and advancement.

• Comprehensive medical, dental, and vision insurance plans.

• Tax-free dependent care account.

• Life insurance.

• Short-term disability insurance.

• Long-term disability insurance.

• Excellent PTO policy.

• Work-life balance environment.

• Supportive teams.