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.

• Support the development of key components of the Enterprise Risk Management program • Lead and coordinate core risk work-streams such as enterprise risk register, risk assessments • Partner closely with Compliance, Legal, Security, Product and other key stakeholders • Ensure that the enterprise risk framework is robust, auditable, and fit for a fast scaling business

• Independently manage a portfolio of customers and support customer projects • Onboard new customers and build trusting customer relationships • Competently answer customer inquiries by phone, email, and video call regarding our product • Maintain regular communication with customers to strengthen long-term customer loyalty

• As part of the Integrated Account Team, this role will collaborate with Direct Sales Executives and Solution Architects to drive, grow and retain targeted revenue from our existing customers, focusing on supporting the overall customer experience. • Proactively drive the renewal process across a wide base of customers and Increase long-term revenue potential by converting customers on month-to-month to term subscriptions at renewal. • Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure quick time to value as well as providing information about Megaport enhancements, new products and ecosystem partners. • Be responsible for proactive, sequenced outreach communications across a large base of customers driving further adoption, solution awareness and opportunities to engage with Megaport and our partner community. • Champion customers throughout their entire customer journey, including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint, and understanding how we can add more value. • Nurture the nominated customer base, identifying key targets and operating an engagement strategy, based on opportunity and the customer vertical market or needs • Report on and analyze customer experience by understanding customer needs, and communicating trends to the wider Megaport team. Report growth opportunities through pipeline updates with SFDC updates. • Maintain in-depth knowledge of Megaport products and solutions and be able to propose and demonstrate these to the customers, whilst being aware of rival services or products. Maintain and share a value add opinion on Megaport and where we fit in the customer's ecosystem. • Review with management to understand key objectives and execute tasks that are aligned with the goals of the business; which will flex per the business focus or plans. • Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth. • Acting as a subject matter expert you will evaluate customer feedback and make recommendations to continually align and improve processes that provide visibility and an understanding and measurement of business performance against targets. • Collaborate with other departmental teams (Finance, Operations, etc.) in helping to resolve challenges impacting the customer’s service experience.