Director, Customer Success (CoE)

Covera Health is scaling rapidly, delivering mission-critical Center of Excellence (CoE) programs to a prestigious portfolio of Fortune 100 jumbo employers and health plans.  As we rapidly expand this footprint, we are seeking a Director of CoE Customer Success to be the face of our CoE business. Sitting at the critical intersection of our Sales and Operations teams, you will serve as the primary strategic advisor to executive HR and Benefits leaders. You will own the narrative, prove our ROI, report on our performance, manage relationships, and drive Net Revenue Retention across a portfolio of the most prestigious accounts in healthcare.

• Function Building: Stand up Covera’s Customer Success function from the ground up - defining the CS playbook, account health-scoring and segmentation, the QBR and reporting cadence, and the standard sales-to-CS handoff intake.
• 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 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 Covera’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 CoE 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.
• Account Renewal & Growth: Flag expansion and renewal opportunities back into the pipeline in partnership with Business Development.

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 being trips 2x per month, for 1 day per trip.

• 10+ years of progressive experience in Customer Success, Account Management, or enterprise consulting within the employer benefits, digital health, or health plan space.
• Proven track record of managing and growing jumbo, self-funded employer accounts (Fortune 100/500). You must have the executive presence to command a room with C-suite HR and Benefits leaders.
• Deep, intuitive understanding of how benefits leaders at jumbo employers think, act, and measure success.
• Domain expertise in radiology, specialized Centers of Excellence (CoE) programs, or value-based care delivery preferred

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.

• 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

We may use automated tools or AI to assist in reviewing applications.

The minimum and maximum base salary for this position ranges from $165,000 to $185,000, in addition to a discretionary bonus and comprehensive benefits package. Final salary will be based on a number of factors including but not limited to, a candidate’s qualifications, skills, competencies, experience, expertise and location. Final compensation decisions may occasionally fall outside of the posted range. Salary ranges are periodically reviewed and may be adjusted in response to market trends and company needs.

At Covera Health, we strive to build diverse teams that reflect the people we want to empower through our technology. 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. Equal Opportunity is the Law, and Covera Health is proud to be an equal-opportunity workplace and affirmative action employer. If you have a specific need that requires accommodation, please let a member of the People Team know.