Managing Director, Customer Success (Healthcare Govt vertical)

Innovaccer is seeking a senior healthcare leader to serve as Managing Director of Customer Success for their Government & Public Sector market. This role involves building relationships with government clients, managing complex accounts, and leading a team to ensure successful program delivery and client satisfaction.

Responsibilities:

• 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
• 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
• 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
• 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
• Deliver on core performance metrics including CARR, ARR expansion, churn, NPS, and CSAT across your book of business
• 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
• 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
• Serve as the senior escalation point for your accounts; navigate complex client situations with professionalism and urgency, resolving issues while protecting long-term relationships
• 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