• Manage a group of approximately 10 Customer Success Managers, ensuring they have the skills, tools, and confidence to excel in both pre- and post-sales engagements. • Ensure CSM-led engagements from product demos to adoption campaigns are persona-specific, data-driven, and tied to measurable outcomes. • Partner with sales leadership to prioritize accounts, align team resources, and ensure we’re driving impact where it matters most. • Build scalable playbooks, demo flows, and talk tracks for key personas, leveraging product usage data and GenAI adoption insights. • Work with Enablement, Marketing, and Product teams to align messaging, share customer feedback, and roll out new initiatives.

• Receive and document client escalations through various communication channels (phone, email, chat). • Investigate and assess the nature and severity of each escalation. • Collaborate with team members and relevant departments to gather necessary information to resolve the issue. • Work closely with clients to understand their concerns and expectations in order to reach a resolution. • Identify and implement appropriate solutions or escalate complex issues to higher-level support or management as needed. • Ensure timely resolution of client escalations while maintaining a high level of professionalism and courtesy. • Keep clients informed about the progress of their escalations and expected resolution timelines. • Provide clear and concise updates, ensuring clients feel heard and valued throughout the process. • Act as a point of contact for clients, answering questions and addressing additional inquiries. • Proactively identify opportunities to improve client satisfaction and loyalty. • Provide feedback and suggestions to the management team for process improvements and service enhancements.

• You plan and send our Klaviyo campaigns and continuously expand our core flows • In parallel, you develop retention and subscription flows for our subscription customers to prevent cancellations early and win customers back • With smart segments and the use of AI workflows, you make our CRM communication more personal and faster at the same time • Across all 6 markets (DE/AT, FR, NL, IT, US, CH), including briefing, copy, segmentation, send-times and A/B tests • Owner of core flows: Welcome, Abandoned Cart, Browse Abandonment and Winback — from setup and localization to ongoing optimization • Retention & subscription flows in loop: you maintain and continuously build save, winback and reactivation flows as well as cancel-reason mapping • Segmentation & targeting in Klaviyo: lifecycle logic, subscription vs. one-time purchase, sales and reminder segments as well as high-LTV cohorts • Use & scaling of AI workflows: you actively use Klaviyo Agentic MCP, Cowork and generative templates to speed up copy and campaign setup • Operational implementation of all product launches: teaser, launch and reminder sequences for all sales actions across the 6 markets • CRM reporting: you track campaign and flow performance as well as subscription metrics and derive optimizations from them

Role Description Innovaccer is seeking a proven healthcare leader to serve as Partner, Customer Success, responsible for executive ownership of Innovaccer’s most strategic client relationships and ensuring the successful delivery, adoption, and measurable outcomes of both Innovaccer’s population health platform and the AI platform. - Serve as the senior executive partner to health system clients, engaging directly with C-suite stakeholders. - Manage and expand long-standing client relationships built on Innovaccer’s population health platform. - Accountable for the successful deployment, adoption, and scaling of Innovaccer’s enterprise AI platform. - Own a portfolio of strategic accounts and be accountable for core growth and retention metrics including Committed ARR (CARR), ARR expansion, churn, NPS, and CSAT. - Ensure clients continue to realize value from the population health platform while expanding the AI Solutions. - Mentor Associate Partners, Project Managers, and other members of the Account management team. - Serve as the executive accountable for ensuring consistent delivery excellence, platform adoption, and long-term strategic partnership and account growth. A Day in the Life - Strategic Ownership of Population Health and AI Platform Clients: Serve as the executive owner for a portfolio of strategic accounts, ensuring continued success, retention, and expansion. - Platform Delivery and Adoption Leadership: Ensure successful deployment, operationalization, and scaling of the enterprise platform. - Account Growth: Build a partnership-focused account growth strategy and ensure region growth targets are achieved. - C-Suite Partnership: Serve as a trusted advisor to CIOs, CFOs, COOs, CMIOs, and CEOs. - Strategic Account Leadership: Own and deliver on CARR, ARR growth, churn reduction, NPS, and CSAT. - Delivery Accountability: Partner closely with delivery, product, engineering, and AI teams. - Customer Success Leadership: Mentor and develop Customer Success Leaders. - Cross-Functional Alignment: Work closely with Sales, Product, Engineering, AI, and Delivery teams. - Platform Adoption and Expansion: Drive expanded adoption across multiple domains. - Executive Presence and Client Engagement: Maintain consistent executive engagement with client leadership. Qualifications - Proven experience delivering enterprise software platforms, population health platforms, data platforms, analytics platforms, or AI-enabled platforms in healthcare provider organizations. - 15+ years of experience in healthcare provider services or enterprise healthcare technology. - 5–10+ years in customer success, enterprise account leadership, or platform delivery leadership roles. - Experience managing strategic client relationships at the C-suite level. - Strong understanding of population health platforms, enterprise data platforms, and AI-enabled workflow solutions. - Exceptional executive communication and presence. - MBA, MHA, MD, PhD or equivalent advanced degree preferred. Requirements - Experience supporting deployment and adoption of enterprise AI platforms, workflow automation platforms, or large-scale data platforms. - Ability to guide clients through platform evolution—from an initial beachhead to enterprise-wide use. - Proven track record delivering strong performance across CARR, ARR expansion, churn, NPS, and CSAT. - Ability to translate platform capabilities into measurable financial and operational outcomes. - Ability to collaborate effectively with Product, Engineering, AI, and Delivery teams. - Ability to influence senior executives internally and externally. - Experience mentoring senior Customer Success Leaders. Benefits - Generous Paid Time Off: 20 days of fixed time off per year, in addition to company holidays. - Best-in-Class Parental Leave: One of the industry’s most generous parental leave policies. - Recognition & Rewards: Monetary incentives and company-wide recognition for your impact and dedication. - Comprehensive Insurance Coverage: Medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance.