Associate Partner - Customer Success (Payer)

The Associate Partner Customer Success is the commercial and executive owner of post-sale customer relationships. This role is accountable for renewals, expansion, value realization, and executive trust across a portfolio of enterprise healthcare customers.

The Associate Partner Customer Success  operates as a post-sale Account Executive who owns the account narrative, driving measurable business outcomes, and translating platform capabilities into financial, clinical, and operational value for senior customer stakeholders.

• Directly accountable for Net Revenue Retentions (NRR), renewal forecast accuracy, expansion pipeline progressions across assigned accounts, and account retention.
• Drive expansion strategy and deal orchestration, partnering with Sales where required.
• Identify, qualify, and progress expansion opportunities based on customer value realization, not feature adoption.
• Maintain a forward-looking account growth plan tied to customer business priorities.

• Serve as the primary executive contact for customer leadership (VP, SVP, C-suite).
• Lead executive QBRs focused on outcomes, ROI, and strategic roadmap alignment.
• Articulate value in the language of:
• Cost efficiency
• Quality improvement
• Clinical outcomes
• Operational scalability
• Ensure value realization narratives directly support renewal and expansion decisions
• Build trust by demonstrating deep understanding of payer, provider, and healthcare operations.

• Own the account strategy, including stakeholder mapping, success plans, and risk mitigation.
• Accountable for ensuring delivery outcomes, aligned to contractual commitments and executive expectations, including surfacing risks early and driving corrective actions through delivery teams.
• Translate customer goals into clear priorities for internal teams.
• Partner with Customer Engineering Managers (CEMs) to ensure delivery aligns to promised outcomes — without micromanaging execution.
• Proactively surface churn risk with documented mitigation plans.
• Own account health through disciplined operating rhythms including QBRs. exec touchpoints, risk reviews and documented success plans

• Act as the executive quarterback across Product, Engineering, Analytics, and Delivery for assigned accounts.
• Influence roadmap conversations using customer insights and market context.
• Ensure tight internal alignment on commitments, value delivery, and account health.

• Use data, analytics, and outcomes evidence to:
• Prove value delivered
• Support renewal justification
• Enable expansion conversations
• Translate complex analytics, clinical insights, and operational metrics into clear executive narratives.
• Present confidently to senior customer leadership with structured, concise recommendations.

• 8–12+ years in healthcare consulting, customer success, account management, or enterprise SaaS
• Strong background in healthcare operations, payer/provider models, or clinical analytics
• Comfortable setting direction, making judgement calls, and holding teams accountable without formal authority
• Proven experience owning senior executive relationships
• Demonstrated commercial mindset: understands revenue, margins, and growth levers
• Exceptional written and verbal communication skills
• Demonstrated ability to drive outcomes in ambiguous, fast changing environments with distributed and offshore delivery teams
• MBA or equivalent strategic training strongly preferred

We offer competitive benefits to set you up for success in and outside of work.

Innovaccer does not charge fees or require payment from individuals or agencies for securing employment with us. We do not guarantee job spots or engage in any financial transactions related to employment. If you encounter any posts or requests asking for payment or personal information, we strongly advise you to report them immediately to our HR department at px@innovaccer.com. Additionally, please exercise caution and verify the authenticity of any requests before disclosing personal and confidential information, including bank account details.