Director of Customer Success

Job Description:

• Own the strategy, relationship health, retention, and growth of one highly complex, strategic enterprise healthcare account for Vatica + Cozeva
• Serve as the primary client leader and trusted advisor, connecting risk adjustment and quality solutions to client priorities and measurable outcomes
• Dedicate approximately 80% of time to direct account ownership and execution and 20% to people leadership
• Lead one Customer Success Manager
• Own the account strategy and success plan, aligning priorities, contractual commitments, stakeholder needs, and growth opportunities
• Build trusted relationships across executive, business, clinical, and technical stakeholders
• Lead executive governance meetings and quarterly business reviews
• Prepare insights, recommendations, and action plans demonstrating value and advancing the partnership
• Anticipate account risks and lead escalations through resolution
• Drive revenue attainment, retention, and expansion for the assigned account
• Identify, develop, and close upsell and cross-sell opportunities with Sales and Product
• Track risk adjustment and quality outcomes, solution adoption, financial impact, and account health
• Translate performance data into actionable client recommendations
• Own improvement plans for Net Promoter Score (NPS) and client satisfaction
• Partner with Product, Engineering, IT, Clinical, and Operations on implementation, delivery, and product capabilities
• Translate client issues and requests into clear business requirements
• Coordinate ticket triage and prioritization based on impact, urgency, and delivery dependencies
• Own client delivery commitments, documenting owners and target dates
• Manage changes through established change control and escalate risks to timelines
• Advance deliverables and resolve barriers across teams
• Maintain awareness of payer requirements, regulatory submission processes, and operational workflows
• Lead and develop one Customer Success Manager, setting responsibilities, performance expectations, and operating rhythms
• Contribute to shared customer success and engagement practices

Requirements:

• 7+ years of progressive experience in healthcare, healthcare technology, or healthcare consulting, including significant client-facing leadership experience
• Demonstrated director-level scope and accountability for complex healthcare accounts, including independent ownership of account strategy, executive relationships, commercial outcomes, and day-to-day execution
• Deep knowledge of risk adjustment and quality programs, including CMS-HCC, HHS-ACA, HEDIS, Stars, and MSSP/ACO
• Understanding of relationships and workflows between health plans and provider organizations
• Experience serving clients in healthcare SaaS or meaningful product and IT experience or exposure
• Experience collaborating with technical teams on client issues, work prioritization, and delivery
• Ability to navigate complex stakeholder environments and engage credibly with executive and C-suite leaders
• Ability to influence cross-functional teams without direct authority
• Demonstrated success driving account revenue, retention, expansion, and client satisfaction
• Strong analytical, consultative, communication, and executive presentation skills
• Ability to turn data into clear recommendations and compelling PowerPoint presentations
• Ability to operate independently, manage competing priorities, and remain accountable for execution
• Understanding of how Optum Health, Optum Insights, and Optum’s regional organizations make decisions and purchase solutions strongly preferred
• Direct customer success or account leadership experience with a healthcare SaaS vendor providing risk adjustment and quality solutions
• Prior people management and coaching experience

Benefits:

• Competitive salary based on experience and skills
• Bonus Potential (based on role and is discretionary)
• 401k plans
• Room for growth and advancement
• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance
• Short-term disability
• Long-term disability
• Excellent PTO policy
• Great work-life balance environment
• Strong supportive teams