Director, Customer Success (CoE)
C
Covera HealthDigital Health
Remote-first companyFull-TimeDirector
Salary$165,000 to $185,000, in addition to a discretionary bonus and comprehensive benefits package
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Job Details
- Experience
- 10+ years
- Required Skills
- Artificial IntelligenceData AnalysisAccount ManagementCustomer Success
Requirements
- 10+ years of progressive experience in Customer Success, Account Management, or enterprise consulting.
- Deep experience within the employer benefits, digital health, or health plan industry.
- Proven track record of managing and growing jumbo, self-funded employer accounts (Fortune 100/500).
- Executive presence to command a room with C-suite HR and Benefits leaders.
- Deep understanding of how benefits leaders at jumbo employers think, act, and measure success.
- Ability to leverage advanced analytical tools to manipulate, analyze, and extract actionable insights from data.
- Domain expertise in radiology, Centers of Excellence (CoE) programs, or value-based care delivery is preferred.
- Comfort and proficiency using AI tools in daily workflows.
Responsibilities
- Build the Customer Success function from scratch, defining playbooks, health-scoring, and account segmentation.
- Serve as the primary strategic advisor and relationship manager for executive HR and Benefits leadership.
- Act as the client's strategic sponsor during onboarding and ongoing operations, escalating issues to internal Product and Operations teams.
- Lead recurring business reviews and provide data-driven reporting on account performance and ROI.
- Manage the structured account handoff process from Business Development.
- Identify and escalate expansion and renewal opportunities in partnership with Business Development.
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