Note: The job is a remote job and is open to candidates in USA. Covera Health is on a mission to improve healthcare by making every diagnosis more accurate. They are seeking a Director of CoE Customer Success to build the Customer Success function, manage key relationships, and drive performance across a prestigious portfolio of accounts.
Responsibilities
- Function Building: Stand up Covera’s Customer Success function from the ground up - defining the CS playbook, account health-scoring and segmentation, the QBR and reporting cadence, and the standard sales-to-CS handoff intake
- Relationship Management: Take account ownership and provide relationship management across the customer base, including key personnel. Host regular touchpoints with key personnel to maintain relationships, discuss issues, report on performance, and flag opportunities
- Client Advocacy: Act as the strategic sponsor and primary proxy for the client during onboarding, and ongoing operations, ensuring their business goals and requirements are clearly communicated to Covera’s internal Operations and Product teams and issues are escalated and addressed
- Customer-Specific Reporting: Lead recurring reporting and business reviews, including operational reports, monthly reporting, QBRs, and annual strategic meetings. Leverage clean data exports from CoE Operations and advanced analytical tool skills to manipulate, analyze, and extract actionable insights
- Sales Hand-off: Manage a structured account handoff intake from Business Development at close, including scope, pricing, and commitments
- Account Renewal & Growth: Flag expansion and renewal opportunities back into the pipeline in partnership with Business Development
Skills
- 10+ years of progressive experience in Customer Success, Account Management, or enterprise consulting within the employer benefits, digital health, or health plan space
- Proven track record of managing and growing jumbo, self-funded employer accounts (Fortune 100/500). You must have the executive presence to command a room with C-suite HR and Benefits leaders
- Deep, intuitive understanding of how benefits leaders at jumbo employers think, act, and measure success
- Domain expertise in radiology, specialized Centers of Excellence (CoE) programs, or value-based care delivery preferred
Benefits
- Comprehensive medical plans - choose from three plans, including one with 100% of premiums covered for you and your dependents
- Vision & Dental
- Flexible Time Off - take the time you need, when you need it
- Generous company wide holidays - 16 in total
- 401(k) Retirement Plan
- Annual Professional Development Stipend to invest in courses, books, or any other professional development related activity
- Annual Wellness stipend for fitness, mental health or other wellness expenses
Company Overview