Sr. Customer Success Manager

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. 

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  

Requirements

• Minimum requirement: BA/BS in a relevant discipline. MPH, MHA, MHSA, MBA or equivalent graduate degree, and direct industry experience preferred.  

• 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. Experience in customer success, account management, or a related role is a plus.  

• 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.  

Competencies:   

Builds Effective Teams, Directs Work, & Develops Talent  

• Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.   

• Developing people to meet both their career goals and the organization’s goals.   

• Providing direction, delegating, and removing obstacles to get work done.  

Plans and Aligns, Resourcefulness  

• Plans and prioritizes work to meet the goals of the business.   

• Breaks down objectives into plans and actions to achieve significant milestones.   

• Anticipates and readily adjusts plans.   

• Maintains organization of resources to support efficiency.  

Strategic Mindset  

• Considering future possibilities or roadblocks and creating strategies to drive results.   

• Anticipates future trends and implications of decisions.  

Decision Quality  

• Demonstrates sound and timely decision making to maintain alignment with the needs of the company.   

• Use critical thinking with analysis, knowledge, and experience to make decisions.  

Balances Stakeholders & Manages Conflict  

• Anticipating and balancing the needs of multiple stakeholders and multiple projects.   

• Highly prepared and knowledgeable about expectations.   

• Delivers fair and flexible responses to stakeholder needs.   

• Handling conf