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About the role
Key responsibilities & impact- Own the end-to-end customer success lifecycle from onboarding through renewal and expansion, with accountability for net revenue retention (NRR) and gross retention targets.
- Build and lead a high-performing Customer Success organization inclusive of CSMs, implementation leads, and solution consultants aligned to Inovalon’s enterprise and mid-market segments.
- Develop and operationalize health scoring, early warning systems, and proactive engagement models to reduce churn and identify expansion opportunities.
- Partner with Sales and Product leadership to ensure seamless handoffs, feedback loops, and coordinated account strategies.
- Oversee day-to-day service delivery operations, including client data onboarding, platform configuration, analytics delivery, and ongoing support.
- Establish and manage operational KPIs and SLAs across all post-sale functions.
- Lead operational planning, capacity modeling, and resource allocation to support growth without proportional headcount increases.
- Drive cross-functional alignment between Engineering, Product, and Client Services on incident management, release readiness, and platform stability.
- Stand up and lead function responsible for mapping, measuring, and optimizing core business processes across the client lifecycle.
- Identify bottlenecks, reduce cycle times, and improve quality in onboarding, data integration, and analytics delivery.
- Champion automation and tooling investments that reduce manual effort and increase scalability, partnering with Technology on build-vs-buy decisions.
- Institute a culture of continuous improvement with regular retrospectives, root cause analysis, and measurable process improvement targets.
- Build, mentor, and retain a world-class leadership team across Customer Success, Operations, and Process Engineering.
- Represent Customer Success and Operations at the executive level, providing regular updates to the President & COO on performance, risks, and strategic initiatives.
- Collaborate with the executive team on strategic planning, M&A integration, and new product go-to-market motions.
- Foster a client-obsessed, data-driven, and operationally rigorous culture throughout the organization.
- Maintain compliance with Inovalon’s policies, procedures, and mission statement.
- Adhere to all confidentiality and HIPAA requirements in accordance with Inovalon Operating Policies and Procedures.
- Fulfill additional responsibilities reasonably assigned to support the operational and financial success of Inovalon.
Requirements
What you’ll need- 15+ years of progressive experience in Customer Success, Operations, or related functions within enterprise SaaS, healthcare IT, or data/analytics companies.
- 10+ years in a VP or SVP-level role with direct P&L or budget accountability and oversight of 50+ person organizations.
- Demonstrated success improving net revenue retention, reducing churn, and scaling post-sale functions in high-growth environments.
- Proven experience leading process engineering or operational excellence initiatives using Lean, Six Sigma, or equivalent frameworks.
- Strong executive presence with the ability to engage C-suite clients, board members, and private equity stakeholders.
- Track record of leading organizations through platform migrations, product transitions, or post-acquisition integrations preferred.
- Hands-on experience with CS platforms (Gainsight, Totango, or equivalent), CRM systems (Salesforce), and BI/analytics tools preferred.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successoperations managementprocess engineeringoperational excellencenet revenue retentionchurn reductioncapacity modelingdata integrationanalytics deliveryautomation
Soft Skills
leadershipstrategic planningcross-functional collaborationexecutive presencementoringcontinuous improvementclient obsessiondata-driven decision makingcommunicationproblem-solving
Certifications
LeanSix SigmaHIPAA compliance