Director of Customer Success

About the role

The Director of Customer Success owns the strategy, relationship health, retention, and growth of one highly complex, strategic enterprise healthcare account for Vatica + Cozeva. This role serves as the primary client leader and trusted advisor, connecting risk adjustment and quality solutions to the client’s business priorities and measurable outcomes.

This is a hands-on role with approximately 80% of time dedicated to direct account ownership and execution and 20% to people leadership. The Director leads one Customer Success Manager and personally drives client strategy, executive engagement, problem solving, and follow-through. Success requires the judgment to navigate a complex organization independently and the ability to work closely with Product, Engineering, IT, and operational teams in a healthcare SaaS environment.

Responsibilities

• Strategic Client Leadership
• 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; navigate organizational complexity and influence decisions without direct authority.
• Lead executive governance meetings and quarterly business reviews, personally preparing insights, recommendations, and action plans that demonstrate value and advance the partnership.
• Anticipate account risks and lead escalations through resolution, maintaining clear ownership, timely communication, and accountability for commitments.
• Client Outcomes and Growth
• Drive revenue attainment, retention, and expansion for the assigned account. Identify, develop, and close upsell and cross-sell opportunities in partnership 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 (NPS) and client satisfaction, addressing feedback and strengthening the overall client experience.
• SaaS Delivery and Cross Functional Execution
• Partner with Product, Engineering, IT, Clinical, and Operations to align implementation, ongoing delivery, and product capabilities with client workflows and business needs.
• 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 client delivery commitments, ensuring each is documented with a named owner and target date. Manage changes through established change control and proactively escalate risks to agreed timelines.
• Personally advance deliverables and resolve barriers across teams, including work needed to keep client commitments on track. Maintain awareness of payer requirements, regulatory submission processes, and operational workflows.
• People Leadership
• Lead and develop one Customer Success Manager, setting clear responsibilities, performance expectations, and operating rhythms while retaining direct ownership of the account. 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 kowledge of risk adjustment and quality programs, including relevant frameworks such as CMS-HCC, HHS-ACA, HEDIS, Stars, and MSSP/ACO, and the relationships and workflows between health plans and provider organizations.
• Experience serving clients in healthcare SaaS or meaningful product and IT experience or exposure, including collaboration with technical teams on client issues, work prioritization, and delivery.
• Proven ability to navigate complex stakeholder environments, engage credibly with executive and C-suite leaders, and influence cross-functional teams without direct authority.
• Demonstrated success driving account revenue, retention, expansion, and client satisfaction, with the ability to connect solution performance to business value.
• Strong analytical, consultative, communication, and executive presentation skills, including the ability to turn data into clear recommendations and compelling PowerPoint presentations.
• Ability to operate independently, manage competing priorities, and remain accountable for execution in an evolving, integrated organization.

Preferred Qualifications

• 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.
• Performance Measures
• Performance is measured against established account goals, including revenue attainment, expansion and upsell results, and Net Promoter Score (NPS) and client satisfaction. These measures inform the role’s incentive compensation plan. The Director also monitors retention, solution adoption, delivery commitments, and client outcomes to guide account strategy and corrective action.

Competencies

• Relationship building and consultative influence
• Builds rapport and trust, listens actively, understands stakeholder priorities, and offers practical advice. Gains alignment without relying on formal authority.
• Strategic judgment
• Connects industry knowledge and client goals to an actionable account strategy; anticipates risks and identifies growth opportunities.
• Results and accountability
• Takes personal ownership of deliverables and commercial outcomes, follows through on commitments, and steps in to move work forward.
• Planning and resourcefulness
• Prioritizes competing demands, clarifies responsibilities, and mobilizes resources to resolve barriers.
• Communication and conflict management
• Communicates clearly with executive and technical audiences, balances stakeholder interests, and handles difficult conversations constructively.
• Adaptability
• Adjusts plans and approach as client needs, product capabilities, and organizational processes evolve.

Benefits

Prosperity

• Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
• 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

Good Health

• Comprehensive Medical, Dental, and Vision insurance plans
• Tax-free Dependent Care Account
• Life insurance, short-term, and long-term disability

Happiness

• 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

• The salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location.
• The projected compensation range for the position may vary based on these factors and could range from $150,000 to $160,000 (annualized USD).
• However, this estimate represents just one aspect of our total compensation package offered.