Director of Customer Success

🕒 Outubro 13

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $150.000 - $160.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

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Vatica Health

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🏥 Saúde

⚕️ Seguro de Saúde

☁️ SaaS

💰 $1.200.000 Venture Round em 2013-11

Healthcare • Healthcare Insurance • SaaS

A Vatica Health é uma empresa de saúde que oferece soluções avançadas para ajuste de risco e qualidade de atendimento. Ao combinar equipes clínicas especializadas com tecnologia de ponta, a Vatica Health melhora o desempenho financeiro para planos de saúde e prestadores ao capturar códigos de diagnóstico precisos e reduzir os riscos de auditoria. O modelo da empresa aprimora a utilização dos serviços preventivos pelos prestadores e o engajamento dos pacientes, além de apoiar os programas de qualidade no momento das visitas dos pacientes. Com integração perfeita aos fluxos de trabalho dos prestadores, a Vatica Health se concentra em aumentar a precisão da codificação, conformidade e eficiência, beneficiando, em última instância, planos de saúde, prestadores e pacientes. Sua tecnologia agnóstica de EMR e consultores clínicos no local garantem a melhora na prestação de cuidados e resultados de bem-estar, particularmente através de serviços como Visitas Anuais de Bem-Estar.

Descrição

• Own the strategy, relationship health, retention, and growth of one highly complex, strategic enterprise healthcare account for Vatica + Cozeva • Serve as the primary client leader and trusted advisor, connecting risk adjustment and quality solutions to client business priorities and measurable outcomes • Dedicate approximately 80% of time to direct account ownership and execution and 20% to people leadership • Lead one Customer Success Manager • Own the account strategy and success plan, aligning client priorities, contractual commitments, stakeholder needs, and growth opportunities • Build trusted relationships across executive, business, clinical, and technical stakeholders • Lead executive governance meetings and quarterly business reviews • Prepare insights, recommendations, and action plans demonstrating value and advancing the partnership • Anticipate account risks and lead escalations through resolution • Drive revenue attainment, retention, and expansion for the assigned account • Identify, develop, and close upsell and cross-sell opportunities with Sales and Product • Track risk adjustment and quality program outcomes, solution adoption, financial impact, and account health • Translate performance data into actionable client recommendations • Own improvement plans for Net Promoter Score and client satisfaction • Partner with Product, Engineering, IT, Clinical, and Operations on implementation, delivery, and product capabilities • Translate client issues and requests into clear business requirements • Coordinate ticket triage and prioritization based on client impact, urgency, and delivery dependencies • Track progress and communicate status through resolution • Own and document client delivery commitments with named owners and target dates • Manage changes through established change control and escalate risks to agreed timelines • Advance deliverables and resolve barriers across teams • Maintain awareness of payer requirements, regulatory submission processes, and operational workflows • Lead and develop one Customer Success Manager, setting responsibilities, performance expectations, and operating rhythms • Contribute to shared customer success and engagement practices

🎯 Requisitos

• 7+ years of progressive experience in healthcare, healthcare technology, or healthcare consulting, including significant client-facing leadership experience • Demonstrated director-level scope and accountability for complex healthcare accounts, including independent ownership of account strategy, executive relationships, commercial outcomes, and day-to-day execution • Deep knowledge of risk adjustment and quality programs, including CMS-HCC, HHS-ACA, HEDIS, Stars, and MSSP/ACO • Understanding of relationships and workflows between health plans and provider organizations • Experience serving clients in healthcare SaaS or meaningful product and IT experience or exposure • Experience collaborating with technical teams on client issues, work prioritization, and delivery • Ability to navigate complex stakeholder environments and engage credibly with executive and C-suite leaders • Ability to influence cross-functional teams without direct authority • Demonstrated success driving account revenue, retention, expansion, and client satisfaction • Ability to connect solution performance to business value • Strong analytical, consultative, communication, and executive presentation skills • Ability to turn data into clear recommendations and compelling PowerPoint presentations • Ability to operate independently, manage competing priorities, and remain accountable for execution • Understanding of how Optum Health, Optum Insights, and Optum’s regional organizations make decisions and purchase solutions strongly preferred • Direct customer success or account leadership experience with a healthcare SaaS vendor providing risk adjustment and quality solutions • Prior people management and coaching experience

🏖️ Benefícios

• Competitive salary based on experience and skills • Bonus potential (discretionary, based on role) • 401(k) plans • Room for growth and advancement • Comprehensive medical, dental, and vision insurance plans • Tax-free Dependent Care Account • Life insurance • Short-term disability • Long-term disability • Excellent PTO policy • Great work-life balance environment • Strong supportive teams

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