Director of Customer Success

Own executive-level relationships for a portfolio of large, complex, and strategic clients, serving as the primary point of accountability for 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. 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. 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. 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.