Customer Success Manager

The Customer Success Manager I manages day-to-day relationships with an assigned portfolio of healthcare clients, including health plans and larger provider organizations. As a consultative partner, this person learns each client’s goals and helps connect them to Cozeva and Vatica Health solutions for population health, quality and risk adjustment. The role combines healthcare knowledge, product fluency, data analysis and hands-on follow-through to support adoption and client outcomes.

The CSM I works with senior colleagues on complex strategic or commercial matters.

Responsibilities

• Build relationships with assigned clients and understand the business goals behind their requests; help clients apply product capabilities, workflows and best practices that address their needs.
• Review client performance, platform adoption and account health information; identify emerging risks or opportunities and work with clients and internal teams on practical next steps.
• Lead routine client check-ins and contribute to business reviews; seek feedback on satisfaction, outcomes and product experience, and communicate progress and commitments clearly.
• Learn Cozeva and Vatica Health products and relevant healthcare developments so clients can make effective use of available solutions and new capabilities.
• Investigate client questions and coordinate resolution across Product, Implementation, Provider Engagement and other teams; support client onboarding, adoption and regulatory submission activities as applicable.
• Gather and evaluate client feedback and enhancement requests; explain the business need to Product and share effective practices that can benefit other clients.
• Recognize and share opportunities for expanded use of products and services that match client needs, and support commercial colleagues with appropriate follow-up.
• Help deliver client education, including training sessions, webinars or office hours, in partnership with other team members.
• Document client priorities, decisions, risks and follow-up in the applicable systems.

Requirements

• Bachelor’s degree or an equivalent combination of education and relevant experience. At least four years of progressive experience in healthcare administration, healthcare technology, or a related client-facing or product role.
• Foundational knowledge of value-based care and working knowledge of population health, quality programs and risk adjustment, including familiarity with relevant measures such as HEDIS and Medicare Stars.
• Experience working with health plans, independent physician associations (IPAs), management services organizations (MSOs), large health systems or similar enterprise healthcare organizations.
• Ability to learn healthcare software and workflows, analyze product use and performance data, and translate client needs into practical recommendations.
• Ability to investigate complex questions, adapt to changing priorities, and drive action with colleagues across teams without direct authority.
• Strong written and verbal communication, including the ability to lead client conversations and present data and recommendations clearly.
• Ability to travel for client meetings as needed and collaborate with colleagues across time zones.

Preferred qualifications

• Experience with a healthcare software-as-a-service (SaaS) product or in a customer success or account management role.
• Direct experience with quality programs such as HEDIS or Stars, or risk adjustment models such as CMS-HCC.