Innovaccer Analytics is hiring a Managing Director, Customer Success (Healthcare) to act as the senior face of the company to provider clients. You will own a book of strategic clients, be accountable for growth and retention metrics, and guide a team of Customer Success Leaders.
What You'll Do
- 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 to deliver results.
- Be 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; 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.
What We're Looking For
- 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; able to coach but also roll up sleeves to demonstrate best practices in client management.
- 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.
Nice to Have
- Experience as a former CFO or COO at a large health system.
- MBA, MHA, or equivalent advanced degree.
Team & Environment
You will guide a team of Customer Success Leaders.
Benefits & Compensation
- 22 days of fixed time off per year, in addition to company holidays.
- Generous parental leave policies.
- Monetary incentives and company-wide recognition.
- Medical, dental, and vision insurance.
- 100% company-paid short- and long-term disability and basic life insurance.
- Optional discounted legal aid and pet insurance.
Innovaccer Inc. is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where all employees feel valued and empowered regardless of any characteristic protected by federal, state or local law.
