Managing Director, Customer Success – Healthcare Govt Sector

Job Overview

Job Description

About the Role Innovaccer is seeking a senior healthcare leader to serve as Managing Director of Customer Success for our Government & Public Sector market. Reporting to the Market President, this individual will be the day-to-day senior face of Innovaccer to our government program clients - building trusted relationships with agency and program leadership, driving measurable outcomes, and ensuring successful delivery across a complex and high-visibility portfolio. This role spans Medicaid managed care, Medicare, and CMS-aligned programs, and state and federal government health agencies. The Managing Director will own a book of government and public sector accounts, leading a team of Customer Success Managers and account leaders while being personally accountable for retention, program delivery, and client satisfaction. The ideal candidate brings 15+ years of experience in government health programs or managed care, with deep familiarity with the regulatory, operational, and political dynamics that shape success in this segment. A Day in the Life Client Relationship Management: Serve as the senior point of contact for government and public sector accounts; build and sustain trusted relationships with program directors, agency executives, and key stakeholders at Medicaid agencies, CMS partner programs, and federal and state health departments. Program Delivery Accountability: Own end-to-end delivery of commitments across your portfolio; partner closely with delivery, product, and engineering teams to ensure outcomes are met on time, within scope, and aligned to contractual and regulatory requirements. Customer Success Leadership: Lead, develop, and mentor a team of Customer Success Managers and account leaders; coach them to be trusted advisors, manage complex government accounts, and consistently deliver measurable client value. Retention & Growth: Drive account retention and expansion across your portfolio; identify opportunities to deepen Innovaccer's footprint within existing programs and position the platform for broader adoption across agencies and program areas. Metrics Ownership: Deliver on core performance metrics including CARR, ARR expansion, churn, NPS, and CSAT across your book of business. Cross-Functional Collaboration: Partner with Sales, Product, Marketing, and Technical teams to align on client strategy, manage expectations, and deliver a unified client experience tailored to government procurement and compliance environments. Market Presence: Maintain a consistent, visible presence within client organizations — understanding evolving program priorities, policy changes, and operational challenges that create opportunities for Innovaccer to add value. Escalation Management: Serve as the senior escalation point for your accounts; navigate complex client situations with professionalism and urgency, resolving issues while protecting long-term relationships. Best Practices: Contribute to and continuously improve team playbooks and frameworks specific to government and public sector account management. What You Need 15+ years of experience in government health programs, managed care, or healthcare technology, with significant experience serving Medicaid, Medicare, CMS, or state and federal government health agencies. Proven track record of managing and growing complex, multi-stakeholder government accounts; comfortable navigating procurement cycles, regulatory requirements, and agency politics. Experience leading and developing a team of customer success or account management professionals in a healthcare technology or services environment. Deep understanding of Medicaid managed care, Medicare Advantage, CMS program requirements, value-based care, and population health management as it applies to government programs. Strong credibility with government program directors and agency executives; able to translate technology capabilities into program impact, compliance outcomes, and population health results. Demonstrated ability to own and deliver on retention and growth metrics (CARR, ARR, churn, NPS, CSAT) in a customer success or account leadership role. Exceptional communication and executive presence; equally comfortable in a state agency briefing room and an internal product roadmap discussion. Strong collaborator across matrixed internal teams including Sales, Product, Marketing, Delivery, and Engineering. Ability to manage through influence in complex, cross-functional environments. What Success Looks Like Government and public sector clients consistently view Innovaccer as a trusted, strategic program partner — not just a technology vendor. The Customer Success team is high-performing, client-focused, and growing in capability under this leader's coaching and mentorship. Strong, consistent performance across CARR, ARR expansion, churn, NPS, and CSAT metrics. Program delivery is seamless, on-time, and aligned to regulatory and contractual commitments. Accounts expand across program areas, with high retention and strong referenceability within the government segment. 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. For any additional information, please visit the below websites: E-Verify Right to Work (English) Right to Work (Spanish)

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