Vice President - Customer Success Engineering
Innovaccer
Customer Success at Innovaccer
Our mission is to turn our customers into tech-savvy superheroes, ensuring they achieve success using our platform to meet their organization’s business goals. If you're passionate about helping customers realize the value they seek with technology, then our customer success team is the right place for you.
About the Role
We are seeking a highly experienced Vice President of Customer Success Engineering to lead our implementation and delivery organization for large health systems, payers, and provider groups. This leader will oversee a 300+ member multi-disciplinary team responsible for onboarding customers onto the Innovaccer platform and ensuring successful deployments with measurable outcomes.
The ideal candidate brings a rare combination of deep healthcare delivery expertise, strong technical grounding in healthcare data standards, proven large-scale delivery leadership, and exceptional operational and financial discipline.You will own end-to-end implementation outcomes, including delivery quality, timelines, data readiness, customer satisfaction, and the financial performance (margins) of the delivery organization.
A Day in the Life
1. Lead Large-Scale Healthcare Implementations
- Oversee delivery of all customer implementations across integration, data onboarding, configuration, and go-live.
- Ensure high-quality, predictable delivery that meets defined value and outcomes for customers.
- Drive a customer-first culture anchored in accountability, transparency, and excellence.
2. Own Delivery P&L and Margins
- Manage and optimize delivery financials, including gross margins, utilization, forecasting, and resource allocation.
- Reduce inefficiencies, improve productivity, and standardize methodologies to create predictable, scalable delivery.
- Partner with Finance to maintain accuracy of forecasting, staffing, and project profitability.
3. Ensure Data Quality & Technical Rigor
- Uphold the highest standards for healthcare data quality across ingestion, validation, mapping, ETL, and interoperability.
- Provide deep technical leadership across HL7, FHIR, C-CDA, X12/EDI, Claims, EHR data models, and population health workflows.
- Guide architecture and solution design decisions for complex deployments.
4. Drive Customer Satisfaction & Program Success
- Own customer NPS and CSAT during implementation phases.
- Serve as executive escalation point for major programs.
- Establish robust governance and communication structures across customer engagements.
5. Build and Develop a High-Performance Organization
- Lead, mentor, and scale an implementation organization of 300+ engineers, analysts, solution architects, and program managers.
- Develop a strong leadership bench and succession planning.
- Create standardized training, certification, and upskilling programs across healthcare domain and technical skills.
6. Operational Excellence & Delivery Governance
- Implement an operating rhythm with KPIs for delivery quality, timeline, data readiness, margin, risk, and customer sentiment.
- Build delivery dashboards, scorecards, and review mechanisms.
- Standardize processes and playbooks for repeatable success across delivery pods.
7. Cross-Functional Partnership
- Collaborate closely with Sales, Product, Engineering, and Customer Success to ensure alignment across the customer lifecycle.
- Improve SOW accuracy, solutioning depth, and implementation readiness.
- Provide field insights to influence product roadmap and platform improvements.
What You Need
- 15–25 years of experience in healthcare delivery, health IT, population health, or payer/provider operations.
- Deep expertise in healthcare data standards (HL7, FHIR, C-CDA, X12/EDI, Claims, Quality Measures).
- Proven success leading large delivery or implementation organizations (200–500+ people).
- Strong financial acumen and experience owning delivery P&L and margin performance.
- Experience implementing complex healthcare data platforms, analytics solutions, or clinical systems at enterprise scale.
- Executive presence with ability to influence and communicate with customer CXOs.
- Demonstrated operational discipline, problem-solving, and accountability mindset.
- Experience in high-growth SaaS or healthtech environments.
- Familiarity with modern cloud data platforms (AWS/Azure/GCP).
- Strong understanding of value-based care, care management, risk adjustment, and quality programs.
- Certifications in program management, technical architecture, or healthcare informatics.
Here’s What We Offer
- Generous Leaves: Enjoy generous leave benefits of up to 40 days.
- Parental Leave: Leverage one of industry's best parental leave policies to spend time with your new addition.
- Sabbatical: Want to focus on skill development, pursue an academic career, or just take a break? We've got you covered.
- Health Insurance: We offer comprehensive health insurance to support you and your family, covering medical expenses related to illness, disease, or injury. Extending support to the family members who matter most.
- Care Program: Whether it’s a celebration or a time of need, we’ve got you covered with care vouchers to mark major life events. Through our Care Vouchers program, employees receive thoughtful gestures for significant personal milestones and moments of need.
- Financial Assistance: Life happens, and when it does, we’re here to help. Our financial assistance policy offers support through salary advances and personal loans for genuine personal needs, ensuring help is there when you need it most.
Innovaccer is an equal-opportunity employer. We celebrate diversity, and we are committed to fostering an inclusive and diverse workplace where all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, or veteran status, feel valued and empowered.
Disclaimer:
Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.
About Innovaccer
Innovaccer activates the flow of healthcare data, empowering providers, payers, and government organizations to deliver intelligent and connected experiences that advance health outcomes. The Healthcare Intelligence Cloud equips every stakeholder in the patient journey to turn fragmented data into proactive, coordinated actions that elevate the quality of care and drive operational performance. Leading healthcare organizations like CommonSpirit Health, Atlantic Health, and Banner Health trust Innovaccer to integrate a system of intelligence into their existing infrastructure, extending the human touch in healthcare. For more information, visit www.innovaccer.com.
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