Managing Director, Customer Success (Healthcare Govt vertical)

Company: Innovaccer
Industry: Customer Success
Location: USA

<p><strong>About the Role</strong><br />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.</p>
<p>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.</p>
<p><strong>A Day in the Life</strong></p>
<ul>
<li>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.</li>
<li>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.</li>
<li>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.</li>
<li>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.</li>
<li>Metrics Ownership: Deliver on core performance metrics including CARR, ARR expansion, churn, NPS, and CSAT across your book of business.</li>
<li>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.</li>
<li>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.</li>
<li>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.</li>
<li>Best Practices: Contribute to and continuously improve team playbooks and frameworks specific to government and public sector account management.</li>
</ul>
<p><strong> What You Need</strong></p>
<ul>
<li>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.</li>
<li>Proven track record of managing and growing complex, multi-stakeholder government accounts; comfortable navigating procurement cycles, regulatory requirements, and agency politics.</li>
<li>Experience leading and developing a team of customer success or account management professionals in a healthcare technology or services environment.</li>
<li>Deep understanding of Medicaid managed care, Medicare Advantage, CMS program requirements, value-based care, and population health management as it applies to government programs.</li>
<li>Strong credibility with government program directors and agency executives; able to translate technology capabilities into program impact, compliance outcomes, and population health results.</li>
<li>Demonstrated ability to own and deliver on retention and growth metrics (CARR, ARR, churn, NPS, CSAT) in a customer success or account leadership role.</li>
<li>Exceptional communication and executive presence; equally comfortable in a state agency briefing room and an internal product roadmap discussion.</li>
<li>Strong collaborator across matrixed internal teams including Sales, Product, Marketing, Delivery, and Engineering.</li>
<li>Ability to manage through influence in complex, cross-functional environments.</li>
</ul>
<p><strong> What Success Looks Like</strong></p>
<ul>
<li>Government and public sector clients consistently view Innovaccer as a trusted, strategic program partner — not just a technology …