Note: The job is a remote job and is open to candidates in USA. Vatica Health is seeking a Director of Customer Success who will be accountable for the overall success, retention, expansion, and executive alignment of their most strategic client relationships. This role involves leading client success teams, driving measurable outcomes, and influencing product and operational strategies to ensure Vatica + Cozeva are positioned as indispensable partners in advancing value-based care.
Responsibilities
- 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
- 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
Skills
- 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
- 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
- Comprehensive Medical, Dental, and Vision insurance plans
- Tax-free Dependent Care Account
- Life insurance, short-term, and long-term disability
- 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
Company Overview