Director, Customer Success

Overview

The Director, Customer Success is responsible for driving customer retention, satisfaction, and growth by leading a high-performing Client Success team. This role ensures customers realize measurable value from Inovalon's products and services through proactive engagement, data-driven insights, and deep subject matter expertise. The Director will optimize the customer journey, build scalable processes, and leverage technology, automation, AI, and analytics to evolve the function and support growth.

Key Responsibilities

Customer Leadership & Advocacy

• Lead, coach, and develop a team of Client Success Managers (CSMs) and Account Managers (AMs) to deliver exceptional customer experiences and outcomes.
• Serve as executive sponsor for strategic customers; build and maintain strong, outcome-focused relationships with senior customer stakeholders.
• Develop and execute strategic account plans including current state, future state, timelines, and actions to drive adoption, outcomes, renewals, and expansion.
• Lead quarterly and executive business reviews that clearly communicate value delivered and drive renewal and expansion.
• Act as the voice of the customer across Inovalon, influencing product, support, and services strategies.

Customer Value, Retention & Growth

• Own key results including customer retention, product adoption, expansion, NPS/CSAT, KLAS scores, customer health, and advocacy.
• Partner with Sales and Product to identify and pursue renewal, upsell, and cross-sell opportunities.
• Ensure the team uses value-based engagement models tied to customer outcomes and ROI.
• Proactively anticipate customer needs, identify risks, and drive action plans that ensure achievement of customer goals.

Operational Excellence, AI & Scalability

• Design and implement scalable processes, playbooks, and operating models to support growth and consistency across the customer lifecycle.
• Standardize onboarding, training, adoption, support, and QBR touchpoints to ensure a consistent and repeatable experience.
• Establish data-driven performance metrics, dashboards, and scorecards to manage portfolio health and team effectiveness.
• Identify opportunities to apply AI and automation to increase efficiency, personalization, and proactive customer support (e.g., AI-generated insights, smart alerts, CS workflow automation, AI-assisted playbooks).
• Oversee the evaluation, implementation, and governance of AI-enabled tools within the Customer Success function to ensure responsible and effective usage.
• Enable CSMs to leverage AI in daily workflows for customer insights, meeting preparation, follow-ups, and value delivery.

Technology, Tools & Automation

• Define and execute the technology strategy for Customer Success, leveraging platforms such as Gainsight CS & PX, Totango, ServiceNow, Salesforce, and AI-enhanced solutions.
• Implement automation and digital engagement programs to improve scalability (e.g., alerts, lifecycle campaigns, renewal playbooks, digital/tech-touch programs).
• Use analytics, AI-driven insights, and customer data to proactively identify risk, inform engagement, and measure customer value.
• Partner with Sales Operations, Engineering, and Product to integrate systems and data for unified customer visibility (use, tickets, adoption, outcomes).

Cross-Functional Partnership & Subject Matter Expertise

• Collaborate with Product, Implementation, Support, Sales, and Marketing to improve the customer journey and drive customer value.
• Partner with Implementation to ensure seamless handoffs and strong early-stage value realization.
• Develop and maintain in-depth knowledge of Inovalon's products, services, and delivery processes, with emphasis on risk adjustment and clinical quality offerings.
• Support customer advocacy programs, case studies, and customer community initiatives.

Team Building & Scaling Strategy

• Design and implement a scalable team structure that aligns with evolving customer needs, business growth, and operational efficiency across regions and segments.
• Establish strategic capacity planning and resource allocation models to support rapid growth, ensuring the team is equipped to deliver consistent value at scale.
• Define and operationalize success metrics, processes, and enablement strategies that empower the team to proactively manage customer health, drive adoption, and influence retention and expansion.

Compliance & Administrative

• Maintain compliance with Inovalon policies, procedures, confidentiality, and HIPAA requirements.
• Perform additional duties as needed to support company objectives.

Job Requirements

Experience & Skills

• 12+ years of experience, including 8+ years in customer relationship or account management roles, preferably in healthcare technology.
• Minimum of 6 years' experience leading high-performing teams in dynamic, fast-paced, and highly matrixed environments, with a proven ability to drive cross-functional alignment, deliver results under pressure, and navigate organizational complexity
• Demonstrated success managing large volume of small customers and complex, enterprise customer partnerships and leading renewal and expansion negotiations.
• Strong communication, executive presence, and customer-facing skills, including the ability to clearly convey product value and outcomes.
• Proven ability to build scalable processes, drive operational excellence, and leverage technology to enhance the customer experience.
• Experience applying AI, automation, or digital engagement tools to scale Customer Success or customer-facing operations.
• Strong problem-solving skills, attention to detail, and the ability to manage expectations across diverse stakeholders.

Education

• Bachelor's degree or equivalent experience required.

Physical & Work Environment

• Sedentary work environment; may require up to 25% travel.