Director of Customer Success

The Director of Customer Success serves as a strategic consultant and trusted advisor to enterprise healthcare clients, connecting Vatica + Cozeva’s risk adjustment, quality, and population health solutions to their business priorities and measurable outcomes. The role builds strong client relationships, supports retention and growth, and helps clients realize value through effective use of the platform and services.

This is a hands-on director role requiring independent judgment, deep healthcare domain knowledge, and strong product fluency. The Director personally leads client strategy, executive engagement, recommendations, and follow-through, partnering across Product, Engineering, Implementation, Provider Engagement, and Operations to advance client outcomes.

Responsibilities

• Strategic Client Consulting
• · Own client strategy and success plans, aligning business objectives, stakeholder priorities, contractual commitments, and opportunities to improve outcomes.
• · Build trusted relationships with executive, business, clinical, and technical stakeholders. Lead governance meetings and business reviews with clear insights, recommendations, and action plans.
• · Translate client needs into recommendations on product configuration, module utilization, workflows, and best practices. Help clients make informed decisions that connect solution capabilities to business value.
• Product Expertise and Client Outcomes
• · Develop and maintain deep knowledge of Cozeva’s products and services. Proactively investigate questions, learn new capabilities, and apply that knowledge to client challenges.
• · Interpret risk adjustment and quality performance, adoption, account health, and client feedback using available reporting and tools. Turn findings into recommendations and improvement plans.
• · Identify retention risks and expansion opportunities. Partner with Sales and Product to develop solutions and support renewals, upsell, and cross-sell opportunities.
• Cross Functional Execution
• · Translate client issues and enhancement requests into clear business needs, supported by relevant data, use cases, and expected outcomes. Partner with Product and technical teams to assess fit, feasibility, impact, and priority.
• · Partner with Implementation and Provider Engagement to align onboarding and implementation with client objectives. Those teams own their respective plans and execution; the Director provides client context and maintains continuity of the relationship.
• · Own client communication and follow-through on agreed commitments. Document accountable functional owners, target dates, and dependencies; coordinate resolution, communicate changes, and escalate risks without making unapproved delivery commitments.
• · Personally advance account work and resolve barriers across teams. Contribute to shared customer success practices and coach colleagues to strengthen client consulting and execution.

Requirements

• · 7+ years of progressive experience in healthcare technology, healthcare consulting, a health plan, or a population health function within a large provider organization, including significant client-facing or stakeholder advisory responsibility.
• · Deep expertise in risk adjustment, quality, and population health, including familiarity with HEDIS, Stars, and relevant risk adjustment models; understanding of payer and provider business priorities and workflows.
• · Experience advising or working with health plans, large health systems, medical groups, or other complex provider organizations, with accountability appropriate to director-level scope.
• · Experience with healthcare SaaS products, including learning platform capabilities, working with data, evaluating enhancement needs, and collaborating with Product and technical teams.
• · Demonstrated ability to understand a client’s business, develop practical recommendations, influence executive stakeholders, and independently lead complex work through completion.
• · Strong analytical, written communication, meeting facilitation, and executive presentation skills. Ability to explain complex information clearly and connect recommendations to business outcomes.

Preferred Qualifications

• · Experience with a competitor or healthcare technology vendor providing risk adjustment, quality, or population health solutions.
• · Customer success, account leadership, consulting, or product experience with transferable client advisory skills. Prior customer success title is not required.
• · Experience mentoring or coaching colleagues and improving customer success practices.
• Performance Measures
• Success is assessed through client retention and relationship health, progress against agreed client outcomes, solution adoption and value realization, growth contributions, and timely follow-through on commitments with accountable teams.
• Competencies
• Consultative judgment. Understands the client’s business, asks thoughtful questions, and recommends practical solutions grounded in domain and product knowledge.
• Curiosity and resourcefulness. Seeks information independently, investigates underlying issues, and learns the product in depth.
• Ownership and execution. Takes responsibility for account work, follows through, and mobilizes others to resolve barriers.
• Communication and influence. Communicates clearly across executive and technical audiences, builds trust, and handles difficult conversations constructively.
• Adaptability. Works effectively through ambiguity, changing priorities, and evolving processes without waiting for detailed direction.