Associate Partner - Customer Success (Healthcare Provider)

About The Role

The Associate Partner Customer Success is the commercial and executive owner of post-sale customer relationships. This role is accountable for renewals, expansion, value realization, and executive trust across a portfolio of enterprise healthcare customers.

A Day in the Life

Commercial Ownership (Renewals & Expansion)
Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention.
Drive expansion strategy and deal orchestration, partnering with Sales where required.
Identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption.
Maintain a forward-looking account growth plan tied to customer business priorities.
Executive Relationship & Value Leadership
Serve as the primary executive contact for customer leadership (VP, SVP, C-suite)
Lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment
Articulate value in the language of: Cost efficiency, Quality improvement, Clinical outcomes, Operational scalability
Ensure value realization narratives directly support renewal and expansion decisions
Build trust by demonstrating deep understanding of payer, provider, and healthcare operations
Strategic Account Management
Own the account strategy, including stakeholder mapping, success plans, and risk mitigation
Accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams
Proactively surface churn risk with documented mitigation plans
Own account health through disciplined operating rhythms including QBRs, exec touchpoints, risk reviews and documented success plans
Cross-Functional Leadership
Act as the executive quarterback across Product, Engineering, Analytics, and Delivery for assigned accounts
Influence roadmap conversations using customer insights and market context
Ensure tight internal alignment on commitments, value delivery, and account health
Insight, Analytics & Storytelling
Use data, analytics, and outcomes evidence to:
Prove value delivered
Support renewal justification
Enable expansion conversations
Translate complex analytics, clinical insights, and operational metrics into clear executive narratives
Present confidently to senior customer leadership with structured, concise recommendations

We Need You

• 8-12+ years in healthcare consulting, customer success, account management, or enterprise SaaS
• Strong background in healthcare operations, payer/provider models, or clinical analytics
• Comfortable setting direction, making judgement calls, and holding teams accountable without formal authority
• Demonstrated commercial mindset: understands revenue, margins, and growth levers
• Exceptional written and verbal communication skills
• Demonstrated ability to drive outcomes in ambiguous, fast changing environments with distributed and offshore delivery teams
• MBA or equivalent strategic training strongly preferred

What We Offer

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays
• 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
• 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

Equal Opportunity Employer

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.

E-Verify Participation

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.