Director of Customer Success

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

📋 Description

• The Director of Customer Success is responsible for ensuring the overall success, retention, expansion, and executive alignment of Vatica + Cozeva’s most significant and intricate client relationships.

• This position functions as a senior leader and trusted executive advisor, managing multi-product engagements across risk adjustment, quality, analytics, and clinical programs.

• The Director leads high-performing client success and engagement teams, drives quantifiable client outcomes, influences product and operational strategies, and guarantees that Vatica + Cozeva are recognized as essential partners in promoting value-based care.

• Manage executive-level relationships for a portfolio of large, complex, and strategic clients, acting as the main point of accountability for the health of partnerships, value realization, and growth.

• Serve as a trusted advisor to senior client leadership, possessing a deep understanding of client strategies, regulatory pressures, financial objectives, and operational limitations.

• Lead and facilitate joint client-Vatica executive governance forums, ensuring alignment on long-term strategies, priorities, performance, and escalation management.

• Ensure clients meet measurable outcomes across risk adjustment, quality, and value-based care performance, linked to contractual commitments and client success metrics.

• Oversee the creation and delivery of executive business reviews (QBRs) that effectively communicate value, performance trends, ROI, and future opportunities.

• Identify, shape, and close expansion opportunities, including cross-selling and upselling Vatica + Cozeva capabilities, in collaboration with Sales and Product teams.

• Lead, mentor, and develop the client success team, cultivating a strong talent pool capable of managing complex healthcare accounts.

• Contribute to the design and continuous enhancement of client success, onboarding, and engagement best practices across the organization.

• Provide executive oversight for the onboarding, implementation, and continuous delivery of complex, multi-year client programs.

• Ensure rigorous monitoring of client performance metrics, adoption rates, financial impacts, and risk indicators.

⛳️ Requirements

• 10+ years of progressive experience in healthcare, healthcare technology, or healthcare consulting, with substantial time spent in client-facing leadership roles.

• 3-5 years of solid experience leading cross-functional, matrixed teams and developing high-performing talent.

• Demonstrated success in managing large, complex healthcare client relationships, ideally involving Health Plans, IPAs, MSOs, ACOs, or extensive provider networks.

• Must possess an in-depth knowledge of value-based care, including:

- Risk Adjustment (e.g., CMS-HCC, HHS-ACA)

- Quality programs (e.g., HEDIS, Stars, MSSP/ACO)

• Proven ability to operate at the executive and C-suite levels, influencing strategy and navigating intricate stakeholder environments.

• Exceptional analytical, communication, and executive presentation skills, including advanced PowerPoint storytelling.

🏝️ Benefits

• Competitive salary based on your experience and skills – we believe that top talent deserves top compensation.

• Bonus potential (based on role and is discretionary) – if you exceed expectations, you should be rewarded.

• 401k plans – we aim to empower you to prepare for your future.

• Opportunities for growth and advancement – we value our employees and want to help them develop within the organization.

• Comprehensive Medical, Dental, and Vision insurance plans.

• Tax-free Dependent Care Account.

• Life insurance, short-term, and long-term disability coverage.

• Excellent PTO policy (everyone deserves a vacation now and then).

• Great work-life balance environment – we believe family comes first!

• Strong supportive teams – there is always a helping hand when you need it.