Director, Customer Success

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

Overview

The Director, Customer Success is responsible for driving customer retention, satisfaction, and growth by leading a high-performing Client Success team. This role ensures customers realize measurable value from Inovalon’s products and services through proactive engagement, data-driven insights, and deep subject matter expertise. The Director will optimize the customer journey, build scalable processes, and leverage technology, automation, AI, and analytics to evolve the function and support growth.

Key Responsibilities

Customer Leadership & Advocacy

• Lead, coach, and develop a team of Client Success Managers (CSMs) and Account Managers (AMs) to deliver exceptional customer experiences and outcomes.
• Serve as executive sponsor for strategic customers; build and maintain strong, outcome-focused relationships with senior customer stakeholders.
• Develop and execute strategic account plans including current state, future state, timelines, and actions to drive adoption, outcomes, renewals, and expansion.
• Lead quarterly and executive business reviews that clearly communicate value delivered and drive renewal and expansion.
• Act as the voice of the customer across Inovalon, influencing product, support, and services strategies.

Customer Value, Retention & Growth

• Own key results including customer retention, product adoption, expansion, NPS/CSAT, KLAS scores, customer health, and advocacy.
• Partner with Sales and Product to identify and pursue renewal, upsell, and cross-sell opportunities.
• Ensure the team uses value-based engagement models tied to customer outcomes and ROI.
• Proactively anticipate customer needs, identify risks, and drive action plans that ensure achievement of customer goals.

Operational Excellence, AI & Scalability

• Design and implement scalable processes, playbooks, and operating models to support growth and consistency across the customer lifecycle.
• Standardize onboarding, training, adoption, support, and QBR touchpoints to ensure a consistent and repeatable experience.
• Establish data-driven performance metrics, dashboards, and scorecards to manage portfolio health and team effectiveness.
• Identify opportunities to apply AI and automation to increase efficiency, personalization, and proactive customer support (e.g., AI-generated insights, smart alerts, CS workflow automation, AI-assisted playbooks).
• Oversee the evaluation, implementation, and governance of AI-enabled tools within the Customer Success function to ensure responsible and effective usage.
• Enable CSMs to leverage AI in daily workflows for customer insights, meeting preparation, follow-ups, and value delivery.

Technology, Tools & Automation

• Define and execute the technology strategy for Customer Success, leveraging platforms such as Gainsight CS & PX, Totango, ServiceNow, Salesforce, and AI-enhanced solutions.
• Implement automation and digital engagement programs to improve scalability (e.g., alerts, lifecycle campaigns, renewal playbooks, digital/tech-touch programs).
• Use analytics, AI-driven insights, and customer data to proactively identify risk, inform engagement, and measure customer value.
• Partner with Sales Operations, Engineering, and Product to integrate systems and data for unified customer visibility (use, tickets, adoption, outcomes).

Cross-Functional Partnership & Subject Matter Expertise

• Collaborate with Product, Implementation, Support, Sales, and Marketing to improve the customer journey and drive customer value.
• Partner with Implementation to ensure seamless handoffs and strong early-stage value realization.
• Develop and maintain in-depth knowledge of Inovalon’s products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings.
• Support customer advocacy programs, case studies, and customer community initiatives.