[Hiring] Director of Customer Success @Covera Health

Role Description

Medmo is scaling rapidly as part of its combination with Covera Health, delivering referral management and patient care coordination for some of the largest physician organizations across the country. As we rapidly expand this footprint, we are seeking a Director of Customer Success to be the face of our Medmo business. Sitting at the critical intersection of our Sales and Operations teams, you will serve as the primary strategic advisor to regional and executive leadership teams within our clients. You will own the narrative, prove our ROI, report on our performance, manage relationships, and drive expansion across a portfolio of the most prestigious accounts in healthcare.

In this role, you will be expected to:

• Function Building: Accelerate the evolution of Medmo’s Customer Success function - defining the CS playbook, account health-scoring and segmentation, the QBR and reporting cadence, and the standard sales-to-CS handoff intake.
• Account Retention & Growth: Drive expansion on existing accounts through executive management of stakeholders while leveraging client performance and ROI data. Our accounts represent a material expansion opportunity as we “land and expand” clients, you will be at the forefront of growth.
• 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 growth 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 Medmo’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 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.
• Special Considerations: Although we are a remote-first company, this role involves periodic travel to meet with customers in-market, as well as to attend select industry events. Travel needs will vary and evolve over time. Most likely we anticipate this occurring 3x per quarter, for 2 days per trip.

Qualifications

• 10+ years of progressive experience in Customer Success, Account Management, or Operations within the primary care, value-based care, digital health, or health plan space.
• Proven track record of managing executive stakeholders. You must have the executive presence to command a room with C-suite executives and clinical leadership.
• Deep, intuitive understanding of how physician organizations think, act, and measure success.
• Domain expertise in Medicare Advantage, primary care, or value-based care programs preferred.

Requirements

• AI at Covera: At Covera Health, AI is not a novelty. It's a core part of how we work. Every team member is expected to actively use AI in their day-to-day role, and we invest in building that fluency across the organization. If you lean into new tools and are energized by what's still possible, you'll fit in.

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.