Director of Customer Sucess

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.
• 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)
• Quality programs (e.g., HEDIS, Stars, MSSP/ACO)
• Proven ability to operate at the executive and C-suite level, influencing strategy and navigating complex stakeholder environments.
• Strong experience leading cross-functional, matrixed teams and developing high-performing talent.
• Exceptional analytical, communication, and executive presentation skills, including advanced PowerPoint storytelling.

Benefits

WORKING AT VATICA HEALTH ADVANTAGES

Prosperity

• Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
• Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
• 401k plans– we want t