Director of Customer Success

Job not on LinkedIn

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $195k - $217k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Vatica Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $1.2M Venture Round on 2013-11

Healthcare • Healthcare Insurance • SaaS

Vatica Health is a healthcare company that offers advanced solutions for risk adjustment and quality of care. By combining expert clinical teams with cutting-edge technology, Vatica Health improves financial performance for health plans and providers by capturing accurate diagnosis codes and reducing audit risks. The company's model enhances provider utilization of preventive services and patient engagement, while also supporting quality programs at the time of patient visits. With seamless integration into provider workflows, Vatica Health focuses on increasing coding accuracy, compliance, and efficiency, ultimately benefiting health plans, providers, and patients. Their EMR-agnostic technology and on-site clinical consultants ensure improved care delivery and wellness outcomes, particularly through services like Annual Wellness Visits.

📋 Description

• 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 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 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 outcomes, solution adoption, financial impact, and account health • Translate performance data into actionable client recommendations • Own improvement plans for Net Promoter Score (NPS) 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 impact, urgency, and delivery dependencies • Own client delivery commitments, documenting owners and target dates • Manage changes through established change control and escalate risks to 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

🎯 Requirements

• 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 • 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

🏖️ Benefits

• Competitive salary based on experience and skills • Bonus Potential (based on role and is discretionary) • 401k 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