Customer Success Manager
New
V
Vatica HealthHealthcare technology
United States, Collaborate with colleagues across time zones.Full-TimeManager
Salary$85,000 to $120,000 (annualized USD)
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Job Details
- Experience
- At least four years of progressive experience in healthcare administration, healthcare technology, or a related client-facing or product role.
- Required Skills
- Data AnalysisCustomer SuccessClient relationship management
Requirements
- Bachelor’s degree or an equivalent combination of education and relevant experience.
- At least four years of progressive experience in healthcare administration, healthcare technology, or a related client-facing or product role.
- Foundational knowledge of value-based care.
- Working knowledge of population health, quality programs and risk adjustment.
- Familiarity with relevant measures such as HEDIS and Medicare Stars.
- Experience working with health plans, independent physician associations (IPAs), management services organizations (MSOs), large health systems or similar enterprise healthcare organizations.
- Ability to learn healthcare software and workflows, analyze product use and performance data, and translate client needs into practical recommendations.
- Ability to investigate complex questions, adapt to changing priorities, and drive action across teams without direct authority.
- Strong written and verbal communication, including leading client conversations and presenting data and recommendations clearly.
- Ability to travel for client meetings as needed and collaborate with colleagues across time zones.
- Preferred: Experience with a healthcare software-as-a-service (SaaS) product or in customer success or account management.
- Preferred: Direct experience with quality programs such as HEDIS or Stars, or risk adjustment models such as CMS-HCC.
Responsibilities
- Build relationships with assigned clients and understand their business goals; help them apply product capabilities, workflows and best practices.
- Review client performance, platform adoption and account health; identify risks or opportunities and coordinate practical next steps.
- Lead routine client check-ins, contribute to business reviews, gather feedback and communicate progress and commitments.
- Learn Cozeva and Vatica Health products and relevant healthcare developments to help clients use available solutions and capabilities.
- Investigate client questions and coordinate resolution across Product, Implementation, Provider Engagement and other teams.
- Support client onboarding, adoption and regulatory submission activities as applicable.
- Gather and evaluate client feedback and enhancement requests; explain business needs to Product and share effective practices.
- Identify opportunities for expanded product and service use that match client needs and support commercial colleagues with follow-up.
- Help deliver client education through training sessions, webinars or office hours.
- Document client priorities, decisions, risks and follow-up in applicable systems.
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