InnovaccerRemote
Managing Director-Customer Success (Healthcare)
United States of America
Full Time
1 week ago
No H1B
Key skills
Healthcare provider servicesCustomer successAccount leadershipCFO/COO level financial discussionsProvider workflowsValue-based careRevenue cyclePatient accessCustomer success metrics CARRCustomer success metrics ARRCustomer success metrics churnCustomer success metrics NPSCustomer success metrics CSATExecutive presenceCoachingInfluenceCLeadershipCommunicationCustomer SuccessSales
About this role
Innovaccer is seeking a proven healthcare leader to serve as Managing Director, Customer Success. This role involves engaging directly with health system C-suites, ensuring delivery of measurable outcomes, and guiding a team of Customer Success Leaders to drive account growth and retention.
Responsibilities:
- Serve as trusted partner to health system executives; translate Innovaccer’s platform and solutions into boardroom language tied to financial and clinical outcomes
- Own a portfolio of strategic accounts and deliver on CARR, ARR growth, churn reduction, NPS, and CSAT targets
- Develop and mentor Customer Success Leaders to drive account growth and retention; act as a hands-on coach who models how to engage the C-suite, manage accounts, and deliver value
- Ensure seamless execution of commitments, partnering closely with delivery, product, and engineering teams; hold internal teams accountable for client outcomes
- Partner with Sales, Product, Marketing, and Technical teams across global operations to align strategies, manage client expectations, and deliver a unified customer experience
- Navigate complex internal and client environments, aligning cross-functional resources (direct and indirect) to deliver results
- Consistently present in client organizations, understanding operational challenges, and identifying opportunities for expanded impact
- Drive multi-domain adoption by positioning Innovaccer as a strategic partner, not a tech vendor; ensure clients realize measurable ROI and advocate for further expansion
- Follow and continuously improve team playbooks and best practices to ensure consistency, scalability, and measurable outcomes
Requirements:
- 20+ years of experience in healthcare provider services
- 7–10+ years in customer success or account leadership roles serving large, complex health systems
- Existing executive-level relationships with provider CFOs, CIOs, and COOs that can be leveraged for immediate impact
- Strong credibility with the CFO — able to have boardroom-level financial discussions and demonstrate measurable ROI
- Proven track record of owning and delivering on CARR, ARR, churn, NPS, and CSAT in customer success or account leadership roles
- Experience leading and developing senior Customer Success Leaders
- Deep understanding of provider workflows, value-based care, revenue cycle, and patient access
- Exceptional communication and executive presence; able to translate technology into boardroom business impact
- Strong collaborator with global internal teams across Sales, Product, Marketing, and Technical functions
- Ability to manage through influence across matrixed teams and functions
- Experience as a former CFO or COO at a large health system
- MBA, MHA, or equivalent advanced degree