Vera Whole Health

Compensation

Full Description

Job Description Summary ‎ Defines the organization’s customer success strategy and sets the standard for how the organization engages, retains, and grows its most important client relationships. Acts as the enterprise expert on customer success model design, client lifecycle management, and portfolio performance optimization. Shapes both the programmatic and relationship dimensions of customer success at the highest level, influencing commercial outcomes and long-term client loyalty. The Customer Success Director drives short- to mid-term strategy for the discipline and exercises independent judgment on novel, cross-functional problems. This job operates as a subject-matter expert across multiple functional areas, designing engagement and retention strategies where no established precedent exists within the function, and influences both functional and cross-functional strategy. ‎ How will you make an impact & Requirements ‎ KEY RESPONSIBILITIES • Set the strategic vision for customer success across the organization, defining engagement models, success metrics, and client lifecycle frameworks. • Own relationships with the most strategically significant clients, personally engaging at the executive level on matters of program direction, escalation, and growth. • Lead design and continuous refinement of customer success infrastructure, including health scoring, QBR formats, and data-driven retention frameworks. • Partner with sales, clinical, and product leadership to align customer success strategy with enterprise commercial and product priorities. • Evaluate and drive adoption of technology and tooling that scales customer success capabilities across the team. • Lead customer success professionals, setting quality expectations, establishing team standards, and developing functional expertise. • Synthesize portfolio-level performance insights to advise senior leadership on client satisfaction, retention risk, and expansion opportunity. QUALIFICATIONS • Bachelor's degree required; 12+ years of experience in customer success strategy or enterprise account leadership in healthcare or health technology. • Deep expertise in designing and scaling customer success programs with direct accountability for retention and growth outcomes. • Exceptional executive relationship management and communication skills. • Strong analytical capability with experience building portfolio-level performance frameworks. • Expert knowledge of health plan, employer, or value-based care markets. • MBA or advanced degree preferred. ‎ Compensation: $131,243.00 to $196,865.00 Beware of fraudulent job postings: While Mosaic Health job advertisements may be found on many sites, our current openings page and its associated Workday account are the only places we accept applications for open roles. If you suspect a job post is fraudulent, please let us know at recruiting@apree.health. Mosaic Health is a national care delivery platform focused on expanding access to comprehensive primary care for consumers with coverage across Commercial, Individual Exchange, Medicare, and Medicaid health plans. Learn More about Mosaic Health Learn More about Millennium Physician Group Learn More about CareMore Health Learn More about Castlight Health Learn More about Vera Whole Health