Director of Customer Success

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.
• 3-5 years of strong experience leading cross-functional, matrixed teams and developing high-performing talent.
• 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.
• 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 to empower you to prepare for your future
• Room for growth and advancement- we love our employees and want to develop within

Good Health

• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability

Happiness

• Excellent PTO policy (everyone deserves a vacation now and then)
• Great work-life balance environment- We believe family comes first!
• Strong supportive teams- There is always a helping hand when you need it

The salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location. The projected compensation range for the position may vary based on these factors and could range from $130,000 to $150,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.