Sr. Customer Success Manager

Vatica Health

2d • $130,000 - $150,000

About The Position

The Sr. Customer Success Manager serves as trusted advisors for key customers, ensuring they maximize the value of Cozeva & Vatica solutions. As a Sr. Customer Success Manager, you will be responsible for deeply understanding your customers’ business goals, driving adoption, and ensuring measurable success. Your ability to analyze data, problem-solve, and connect product capabilities to customer needs will be critical to retention, engagement, and expansion opportunities.

Requirements

• BA/BS in a relevant discipline.
• 7+ years in healthcare administration or healthcare technology/SaaS required.
• Experience working with Health Plans, Independent Physician Associations (IPAs), and Management Service Organizations (MSOs) required.
• Foundational knowledge and experience in value-based care programs is critically required.
• Direct or adjacent experience with Quality programs, such as HEDIS, STAR, QRS, and/or MSSP/ACO
• Direct or adjacent experience with Risk Adjustment models such as CMS-HCC, HHS-ACA, and/or UCSD-CDPS
• Passion about learning and solving challenging problems in healthcare operations, regulation and technology space.
• Willingness to work as needed with international teams and time zones.

Nice To Haves

• MPH, MHA, MHSA, MBA or equivalent graduate degree, and direct industry experience preferred.
• Experience in customer success, account management, or a related role is a plus.

Responsibilities

• Develop strong, strategic relationships with Cozeva and Vatica customers, actively seeking the "why" behind our customers' asks to ensure we understand and address their challenges to meet their goals, and then support their progressive achievement of those goals
• Dig into customer performance and adoption data and customer health metrics, proactively identifying and addressing potential issues or risks to either customer business outcomes or the Cozeva and Vatica Customer relationship
• Conduct regular check-ins, recurring business reviews, and satisfaction surveys to evaluate customer success, platform satisfaction, and general contract health
• Identify opportunities for upselling or cross-selling additional products and services that align with customers’ current or emerging business needs
• Gather and share customer feedback with product management and development teams to influence the product roadmap, connecting the dots across needs that are shared across customers and best practices that have led to positive customer outcomes
• Collaborate with marketing and sales teams to create customer success stories, testimonials, and case studies
• Drive projects to timely completion by acting as a liaison between the customer and Cozeva and Vatica program managers for regulatory submission processes
• Keep up-to-date with knowledge of the healthcare industry and product enhancements; Serve as subject matter experts on workflow to ensure customers experience maximum value on our platform
• Work collaboratively with the rest of the CSM team as well as other internal teams to host Office Hours, Webinars, and Trainings as needed

Benefits

• Competitive salary based on your 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, and long-term disability
• Excellent PTO policy
• Great work-life balance environment
• Strong supportive teams

What This Job Offers

• Job Type: Full-time
• Career Level: Senior