Director of Customer Success

Vatica Health

4d•$150,000 - $160,000

About The Position

The Director of Customer Success owns the strategy, relationship health, retention, and growth of one highly complex strategic enterprise healthcare account for Vatica + Cozeva. The role serves as the primary client leader and trusted advisor, connecting risk adjustment and quality solutions to the client’s business priorities and measurable outcomes. This is a hands-on position, with approximately 80% of time dedicated to direct account ownership and execution and 20% to people leadership. The Director leads one Customer Success Manager while personally driving client strategy, executive engagement, problem solving, and follow-through. The role requires independent judgment in a complex organization and close collaboration with Product, Engineering, IT, and operational teams in a healthcare SaaS environment. Performance is measured against established account goals, including revenue attainment, expansion and upsell results, Net Promoter Score (NPS), and client satisfaction. The Director also monitors retention, solution adoption, delivery commitments, and client outcomes to guide account strategy and corrective action.

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 frameworks such as CMS-HCC, HHS-ACA, HEDIS, Stars, and MSSP/ACO, and the relationships and workflows between health plans and provider organizations.
Experience serving clients in healthcare SaaS, or meaningful product and IT experience or exposure, including collaboration with technical teams on client issues, work prioritization, and delivery.
Ability to navigate complex stakeholder environments, engage credibly with executive and C-suite leaders, and influence cross-functional teams without direct authority.
Demonstrated success driving account revenue, retention, expansion, and client satisfaction, and connecting solution performance to business value.
Strong analytical, consultative, communication, and executive presentation skills, including the ability to turn data into clear recommendations and compelling PowerPoint presentations.
Ability to operate independently, manage competing priorities, and remain accountable for execution in an evolving, integrated organization.

Nice To Haves

Understanding of how Optum Health, Optum Insights, and Optum’s regional organizations make decisions and purchase solutions.
Direct customer success or account leadership experience with a healthcare SaaS vendor providing risk adjustment and quality solutions.
Prior people management and coaching experience.

Responsibilities

Own the account strategy and success plan, aligning client priorities, contractual commitments, stakeholder needs, and growth opportunities.
Build trusted relationships across executive, business, clinical, and technical stakeholders; navigate organizational complexity and influence decisions without direct authority.
Lead executive governance meetings and quarterly business reviews, preparing insights, recommendations, and action plans that demonstrate value and advance the partnership.
Anticipate account risks and lead escalations through resolution, maintaining clear ownership, timely communication, and accountability for commitments.
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 program outcomes, solution adoption, financial impact, and account health; turn performance data into actionable client recommendations.
Own improvement plans for NPS and client satisfaction, addressing feedback and strengthening the client experience.
Partner with Product, Engineering, IT, Clinical, and Operations to align implementation, ongoing delivery, and product capabilities with client workflows and business needs.
Translate client issues and requests into clear business requirements; coordinate ticket triage and prioritization based on client impact, urgency, and delivery dependencies; track progress and communicate status through resolution.
Own client delivery commitments, document each commitment with a named owner and target date, manage changes through established change control, and proactively escalate risks to agreed timelines.
Advance deliverables and resolve barriers across teams to keep client commitments on track; maintain awareness of payer requirements, regulatory submission processes, and operational workflows.
Lead and develop one Customer Success Manager by setting clear responsibilities, performance expectations, and operating rhythms while retaining direct ownership of the account.
Contribute to shared customer success and engagement practices.