About the Role
Innovaccer is seeking a proven healthcare leader to serve as Managing Director, Customer Success. This individual will be the senior face of Innovaccer to our provider clients — engaging directly with health system C-suites, representing Innovaccer as a strategic partner, and ensuring delivery of measurable outcomes.
The Managing Director, Customer Success will own a book of strategic clients and be accountable for core growth and retention metrics including Committed ARR (CARR), ARR expansion, churn, NPS, and CSAT. The ideal candidate has 20+ years of healthcare provider services experience, including 7–10+ years in customer success or account leadership roles, with credibility at the CFO/COO level. Former CFO/COO experience at a large health system is a plus, but equally important is having served health systems in a role where success depends on knowing how to partner and “serve” the C-suite effectively.
This leader will guide a team of Customer Success Leaders — coaching them to be trusted advisors to clients while also rolling up sleeves to teach, mentor, and model best practices. They must also be adept at working with internal global teams across sales, product, marketing, delivery, and engineering to ensure consistent, scalable client outcomes.
A Day in the Life
- C-Suite Engagement: Serve as trusted partner to health system executives; translate Innovaccer’s platform and solutions into boardroom language tied to financial and clinical outcomes.
- Strategic Account Leadership: Own a portfolio of strategic accounts and deliver on CARR, ARR growth, churn reduction, NPS, and CSAT targets.
- Customer Success Leadership: 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.
- Delivery Accountability: Ensure seamless execution of commitments, partnering closely with delivery, product, and engineering teams; hold internal teams accountable for client outcomes.
- Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Technical teams across global operations to align strategies, manage client expectations, and deliver a unified customer experience.
- Influence & Alignment: Navigate complex internal and client environments, aligning cross-functional resources (direct and indirect) to deliver results.
- Market Presence: “Walk the halls” of providers — consistently present in client organizations, understanding operational challenges, and identifying opportunities for expanded impact.
- Growth & Expansion: 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.
- Best Practices: Follow and continuously improve team playbooks and best practices to ensure consistency, scalability, and measurable outcomes.
What You Need
- 20+ years of experience in healthcare provider services, with 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.
- Great to have: experience as a former CFO or COO at a large health system; must have clear experience in former roles serving health systems and knowing how to partner effectively.
- 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.
- MBA, MHA, or equivalent advanced degree preferred.
What Success Looks Like
- Innovaccer is consistently seen as a strategic partner at the C-suite level across provider accounts.
- Customer Success Leaders are confident, outcome-focused, and consistently learning from the MD’s hands-on coaching.
- Strong performance across CARR, ARR, churn, NPS, and CSAT metrics.
- Accounts expand across multiple domains, with high retention and referenceability.
- Internal teams are aligned around client outcomes, with seamless execution across global delivery and success.
We offer competitive benefits to set you up for success in and outside of work.
Here’s What We Offer
- Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
- Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
- Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
- Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include 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 including, without limitation, race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, medical condition, disability, age, marital status, or veteran status. Innovaccer Inc. participates in the E-Verify program to confirm employment eligibility of all newly hired employees based out of the U.S. and employed by Innovaccer Inc.
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Disclaimer:
Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.