Director of Customer Success
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 re
