Director, Customer Success – Implementations

Role Overview

• Post signed SOW, drive execution across workstreams, stakeholders, ensuring operational alignment and rollout.
• Play the lead role on implementation for our largest and most complex contracts.
• Be the voice for our clients internally and develop an in-depth understanding on their needs that Cayaba can grow into serving.
• Support Cayaba’s client relationship management strategy and how this function will scale with a growing number of contracts.
• Anticipate clients’ and members’ needs or operational challenges in market, and ensure mitigation or contingency strategies are in place.
• Prepare and deliver Monthly and Quarterly (MBR & QBR) business reviews to clients, investors, and internal stakeholders demonstrating progress towards shared success measures including member engagement, utilization, clinical impact, and ROI while demonstrating a strategic command of the client’s experience and linking results to the client’s desired business outcomes and goals.
• Mitigate churn risk and proactively engage cross-functional Cayaba Care business partners to advance client strategy while serving as the client’s advocate within Cayaba Care.
• Continually assess Cayaba’s value proposition from a members and client perspective.
• Build and maintain strong relationships with client leadership teams to enable more efficient implementation timelines.
• Participate in special projects to improve effectiveness of partnerships; client and member experience as needed.
• Assess and maintain optimal capacity planning for service providers, demand, and gross margin models.
• Partner with Care Delivery on Standard Operating Procedures changes affecting economics or staffing.

Requirements

• Exceptional written and verbal communication skills. Able to articulate a compelling value proposition, deliver insights, and manage difficult conversations.
• Exceptional presentation skills and strong PowerPoint skills.
• Project Management.
• Strong proficiency with Excel or other spreadsheet applications to iterate on cost related analysis.
• Ability to work cross-functionally to deliver client contractual commitments and results.
• Take personal accountability for decisions, actions, and processes needed to support long term client relationships.
• Analyze and interpret data deriving insights that support value delivery for clients.
• Ability to work autonomously in a fully remote, fast paced, rapidly changing environment, with a high degree of ambiguity serving as a champion of change.
• Driven by Cayaba Care’s mission of raising the standard of health care for everyone.
• Solution focused, curious, lifelong learner, optimistic problem solver.
• Experience in healthcare, health-tech, value-based care, a plus.

Benefits

• Recharge with annual paid holidays off.
• Salaried (Exempt) Employees: Enjoy unlimited time off after the 90-day probation period.
• Full-Time (Non-exempt) Employees: Receive three weeks of paid time off after the 90-day probation period.
• Medical Insurance: Access top-tier healthcare, covering hospital, surgical, and prescription drug benefits. Coverage begins the first of the following month.
• Dental Insurance: Coverage for preventive care, as well as basic and major procedures.
• Vision Insurance: Coverage for routine eye exams and eyeglasses.
• Life Insurance: Financial protection for your beneficiaries.
• Disability Insurance: Short-term and long-term coverage in case of illness or injury.
• 401(k) Retirement Plan: Opportunity to save for the future.