• The Director of Customer Success is accountable for the overall success, retention, expansion, and executive alignment of Vatica + Cozeva’s most strategic and complex client relationships. • This role operates as a senior leader and trusted executive advisor, owning multi-product engagements across risk adjustment, quality, analytics, and clinical programs. • Lead high-performing client success and engagement teams, driving measurable client outcomes. • Influences product and operational strategy, ensuring Vatica + Cozeva are positioned as indispensable partners in advancing value-based care. • Act as a trusted advisor to senior client leadership, deeply understanding client strategy, regulatory pressures, financial goals, and operational constraints. • Ensure clients achieve measurable outcomes across risk adjustment, quality, and value-based care performance. • Oversee development and delivery of executive business reviews (QBRs) that clearly articulate value, performance trends, ROI, and future opportunity. • Serve as the voice of the client internally, influencing product roadmap, service design, and operational priorities based on aggregated client insights.

• Lead rapid-response teams: Drive initial intake and creation of “Tiger Teams” for high‑value opportunities; validate lead eligibility and stand up teams leveraging standardized, organized process with stakeholder buy-in. Ensure capacity and manage specialist assignments. • Ensure Orchestration of HNW customer journey: Ensure Client Development specialists coordinate calendars for meetings, set agendas, and run internal prep huddles; schedule and coordinate proposal calls; ensure executive participation & all resources required are confirmed and briefed. • Manage internal stakeholders: Interface with senior leaders; synthesize updates clearly; escalate issues with context and recommended options; maintain momentum across multiple concurrent Tiger Teams. • Develop unified governance & CRM hygiene: Ensure Tiger Team artifacts (notes, action items, decisions) are captured; keep Salesforce stages, owner assignments, and follow‑ups current; proactively surface risks/blockers and drive resolution. • Drive long-term team strategy: Identify opportunities to improve and grow the program by establishing and tracking core program KPIs such as outcomes, conversion rates, cycle time, etc; facilitate retrospectives and document / act on learnings.

• Design and implement a comprehensive strategy for employee wealth programs and referral initiatives to drive growth in the Community channel. • Establish clear goals, KPIs, and reporting mechanisms to measure success. • Lead marketing efforts for employee wealth programs, including campaign development, messaging, and branding. • Partner with internal marketing teams to create compelling content and promotional materials that engage employees and encourage referrals. • Oversee digital and offline marketing channels to maximize program visibility and participation. • Develop educational resources and training programs to ensure employees understand wealth offerings and referral processes. • Host webinars, workshops, and internal events to promote program awareness and adoption. • Work closely with Compliance, HR, Operations, and Sales to ensure program alignment with company policies and objectives. • Serve as the primary liaison for leadership on program performance and strategic adjustments. • Continuously analyze program performance and employee engagement data to identify opportunities for improvement. • Implement best practices and innovative approaches to enhance participation and outcomes.

• Design and manage scholarship application and selection processes that adhere to scholarship and financial aid best practices, reduce barriers for applicants, and allow for data-informed scholarship review, award disbursement and participant tracking. • Provide accurate and efficient scholarship processing, operations and customer service while ensuring compliance with all grant requirements and donor restrictions, relevant regulations and organizational policies and procedures. • Serve as the first or lead reviewer for multiple scholarships, selecting and managing secondary reviewers as needed. • Manage the scholarship awarding process, working closely with Finance on award disbursements, and regularly reconcile student records and payments. • Work closely with the Chief Operating Officer and other stakeholders to pilot new need-based scholarships for tuition-based programs. • Manage relationship with NMF’s scholarship platform vendor. • Evaluate effectiveness of scholarship platform, provide recommendations to improve the scholar and staff experience, and lead efforts to integrate the scholarship data with other systems in NMF. • Monitor and evaluate scholarship program effectiveness, including the analysis of scholar outcomes, grant compliance, budget adherence and stakeholder satisfaction. • Provide regular and ad hoc reporting for grant reconciliation, donor and grantor stewardship, and NMF’s marketing and communication needs. • Establish and maintain strong data and privacy controls, particularly related to highly sensitive or personally identifiable student information. • Work closely with the Director of IT to ensure compliance with NMF’s organization-wide data policies. • Collaborate with the marketing and communications team on the planning and implementation of outreach campaigns across media platforms in order to promote scholarship opportunities. • Communicate with prospective applicants, scholarship recipients and donors by email, phone, online or other means regarding scholarship opportunities, requirements and deadlines. • Answer questions and serve as a resource for scholars. • Collaborate with NMF’s Development team, members of the Programs team and the Senior Leadership Team to cultivate and steward relationships with potential donors and grantors and help secure or renew scholarships funding. • Other responsibilities as assigned.