Director, Customer Success

Inovalon • Full-time • Remote (Bowie, MD, US) • $132,000 - $140,000 / year • 2d ago

Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.

Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.

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.

Inovalon Offers a Competitive Salary And Benefits Package

In addition to the base compensation, this position may be eligible for performance-based incentives.

The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs, which may include health insurance, life insurance, company-paid disability, 401k, 18+ days of paid time off, and more.

Base Compensation Range

$132,000—$140,000 USD

This position is not eligible for immigration sponsorship (e.g. H-1B, TN, or E-3). Applicants must be authorized to work in the United States as a condition of employment. (This is only applicable for US-based positions)

If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply. Inovalon is most interested in finding the best candidate for the job, and you may be just the right person for this or other roles.

By embracing inclusion, we enhance our work environment and drive business success. Inovalon strives to provide equal opportunities to the communities where we operate and to our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.

Inovalon is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.

To review the legal requirements, including all labor law posters, please visit this link

To review the California Consumer Privacy Statement: Disclosures for California Residents, please visit this link