Director, Customer Success – CoE

Job not on LinkedIn

🕒 July 17

🗽 New York – Remote

🗽 New York – Remote

💵 $165k - $185k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Covera Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

💰 $27.9M Series C on 2021-08

Healthcare • Healthcare Insurance • Artificial Intelligence

Covera Health is committed to transforming how quality healthcare is defined, measured, and delivered through advanced clinical analytics and technology. By focusing on healthcare quality and employing clinically-validated tools, Covera aims to raise the standard of care nationwide, initially concentrating on radiology to ensure accurate and timely diagnoses that significantly impact patient care outcomes. The company collaborates with top employers, payers, and healthcare organizations across the United States, leveraging a clinical intelligence platform that provides AI-powered insights to enhance medical care and support quality improvement at scale.

📋 Description

• Stand up Covera’s Customer Success function from the ground up - defining the CS playbook, account health-scoring and segmentation, the QBR and reporting cadence, and the standard sales-to-CS handoff intake. • Take account ownership and provide relationship management across the customer base, including key personnel. Host regular touchpoints with key personnel to maintain relationships, discuss issues, report on performance, and flag opportunities. • Act as the strategic sponsor and primary proxy for the client during onboarding, and ongoing operations, ensuring their business goals and requirements are clearly communicated to Covera’s internal Operations and Product teams and issues are escalated and addressed. • Lead recurring reporting and business reviews, including operational reports, monthly reporting, QBRs, and annual strategic meetings. Leverage clean data exports from CoE Operations and advanced analytical tool skills to manipulate, analyze, and extract actionable insights. • Manage a structured account handoff intake from Business Development at close, including scope, pricing, and commitments. • Flag expansion and renewal opportunities back into the pipeline in partnership with Business Development.

🎯 Requirements

• 10+ years of progressive experience in Customer Success, Account Management, or enterprise consulting within the employer benefits, digital health, or health plan space. • Proven track record of managing and growing jumbo, self-funded employer accounts (Fortune 100/500). You must have the executive presence to command a room with C-suite HR and Benefits leaders. • Deep, intuitive understanding of how benefits leaders at jumbo employers think, act, and measure success. • Domain expertise in radiology, specialized Centers of Excellence (CoE) programs, or value-based care delivery preferred

🏖️ Benefits

• Comprehensive medical plans - choose from three plans, including one with 100% of premiums covered for you and your dependents • Vision & Dental • Flexible Time Off - take the time you need, when you need it • Generous company wide holidays - 16 in total • 401(k) Retirement Plan • Annual Professional Development Stipend to invest in courses, books, or any other professional development related activity • Annual Wellness stipend for fitness, mental health or other wellness expenses