Director of Customer Success
The Director of Customer Success is accountable for the overall success, retention, expansion, and executive alignment of Vatica + Cozeva’s most strategic and complex client relationships. This role operates as a senior leader and trusted executive advisor, owning multi-product engagements across risk adjustment, quality, analytics, and clinical programs.
The Director leads high-performing client success and engagement teams, drives measurable client outcomes, influences product and operational strategy, and ensures Vatica + Cozeva are positioned as indispensable partners in advancing value-based care.
This role requires deep experience in healthcare transformation, payer–provider collaboration, and large-scale program execution, with the ability to operate credibly at the C-suite level while driving operational excellence through teams.
Key Responsibilities
- Strategic Client Leadership & Executive Partnership
- Own executive-level relationships for a portfolio of large, complex, and strategic clients, serving as the primary point of accountability for overall partnership health, value realization, and growth.
- Act as a trusted advisor to senior client leadership, deeply understanding client strategy, regulatory pressures, financial goals, and operational constraints.
- Lead and facilitate joint client–Vatica executive governance forums, ensuring alignment on long-term strategy, priorities, performance, and escalation management.
- Proactively identify risks, opportunities, and emerging client needs; drive resolution and innovation before issues escalate.
- Client Outcomes, Value Realization & Growth
- Ensure clients achieve measurable outcomes across risk adjustment, quality, and value-based care performance, tied to contractual commitments and client success metrics.
- Oversee development and delivery of executive business reviews (QBRs) that clearly articulate value, performance trends, ROI, and future opportunity.
- Identify, shape, and close expansion opportunities, including cross-sell and upsell of Vatica + Cozeva capabilities, in partnership with Sales and Product.
- Serve as the voice of the client internally, influencing product roadmap, service design, and operational priorities based on aggregated client insights.
Team Leadership & Organizational Impact
- Lead, mentor, and develop client success team, building a strong bench of talent capable of managing complex healthcare accounts.
- Set clear expectations, success metrics, and operating rhythms for client success teams, ensuring consistency, accountability, and scalability.
- Lead through influence in a highly matrixed environment, coordinating across Product, Engineering, Clinical, Operations, Sales, and external partners.
- Contribute to the design and continuous improvement of client success, onboarding, and engagement best practices across the organization.
Program Oversight & Operational Excellence
- Provide executive oversight for onboarding, implementation, and ongoing delivery of complex, multi-year client programs.
- Ensure rigorous tracking of client performance metrics, adoption, financial impact, and risk indicators.
- Guide teams in translating data and analytics into clear insights and actionable recommendations for clients.
- Maintain a strong understanding of regulatory submission processes, payer requirements, and operational workflows to support timely, compliant execution.
Requirements
- 10+ years of progressive experience in healthcare, healthcare technology, or healthcare consulting, with significant time in client-facing leadership roles.
- 3-5 years of strong experience leading cross-functional, matrixed teams and developing high-performing talent.
- Demonstrated success leading large, complex healthcare client relationships, preferably involving Health Plans, IPAs, MSOs, ACOs, or large provider networks.
- Must have a deep knowledge of value-based care, including:
- Risk Adjustment (e.g., CMS-HCC, HHS-ACA