Managing Director, Customer Success – Healthcare Govt Vertical

Role Overview

• Client Relationship Management: Serve as the senior point of contact for government and public sector accounts; build and sustain trusted relationships with program directors, agency executives, and key stakeholders at Medicaid agencies, CMS partner programs, and federal and state health departments.
• Program Delivery Accountability: Own end-to-end delivery of commitments across your portfolio; partner closely with delivery, product, and engineering teams to ensure outcomes are met on time, within scope, and aligned to contractual and regulatory requirements.
• Customer Success Leadership: Lead, develop, and mentor a team of Customer Success Managers and account leaders; coach them to be trusted advisors, manage complex government accounts, and consistently deliver measurable client value.
• Retention & Growth: Drive account retention and expansion across your portfolio; identify opportunities to deepen Innovaccer's footprint within existing programs and position the platform for broader adoption across agencies and program areas.
• Metrics Ownership: Deliver on core performance metrics including CARR, ARR expansion, churn, NPS, and CSAT across your book of business.
• Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Technical teams to align on client strategy, manage expectations, and deliver a unified client experience tailored to government procurement and compliance environments.
• Market Presence: Maintain a consistent, visible presence within client organizations — understanding evolving program priorities, policy changes, and operational challenges that create opportunities for Innovaccer to add value.
• Escalation Management: Serve as the senior escalation point for your accounts; navigate complex client situations with professionalism and urgency, resolving issues while protecting long-term relationships.
• Best Practices: Contribute to and continuously improve team playbooks and frameworks specific to government and public sector account management.

Requirements

• 15+ years of experience in government health programs, managed care, or healthcare technology, with significant experience serving Medicaid, Medicare, CMS, or state and federal government health agencies.
• Proven track record of managing and growing complex, multi-stakeholder government accounts; comfortable navigating procurement cycles, regulatory requirements, and agency politics.
• Experience leading and developing a team of customer success or account management professionals in a healthcare technology or services environment.
• Deep understanding of Medicaid managed care, Medicare Advantage, CMS program requirements, value-based care, and population health management as it applies to government programs.
• Strong credibility with government program directors and agency executives; able to translate technology capabilities into program impact, compliance outcomes, and population health results.
• Demonstrated ability to own and deliver on retention and growth metrics (CARR, ARR, churn, NPS, CSAT) in a customer success or account leadership role.
• Exceptional communication and executive presence; equally comfortable in a state agency briefing room and an internal product roadmap discussion.
• Strong collaborator across matrixed internal teams including Sales, Product, Marketing, Delivery, and Engineering.
• Ability to manage through influence in complex, cross-functional environments.

Benefits

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
• Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short
• and long-term disability and basic life insurance. Optional perks include discounted legal aid and pet insurance.