We are seeking a highly experienced Vice President of Customer Success Engineering to lead our implementation and delivery organization for large health systems, payers, and provider groups. This leader will oversee a 300+ member multi-disciplinary team responsible for onboarding customers onto the Innovaccer platform and ensuring successful deployments with measurable outcomes.
The ideal candidate brings a rare combination of deep healthcare delivery expertise, strong technical grounding in healthcare data standards, proven large-scale delivery leadership, and exceptional operational and financial discipline.You will own end-to-end implementation outcomes, including delivery quality, timelines, data readiness, customer satisfaction, and the financial performance (margins) of the delivery organization.
A Day in the Life
1. Lead Large-Scale Healthcare Implementations
- Oversee delivery of all customer implementations across integration, data onboarding, configuration, and go-live.
- Ensure high-quality, predictable delivery that meets defined value and outcomes for customers.
- Drive a customer-first culture anchored in accountability, transparency, and excellence.
2. Own Delivery P&L and Margins
- Manage and optimize delivery financials, including gross margins, utilization, forecasting, and resource allocation.
- Reduce inefficiencies, improve productivity, and standardize methodologies to create predictable, scalable delivery.
- Partner with Finance to maintain accuracy of forecasting, staffing, and project profitability.
3. Ensure Data Quality & Technical Rigor
- Uphold the highest standards for healthcare data quality across ingestion, validation, mapping, ETL, and interoperability.
- Provide deep technical leadership across HL7, FHIR, C-CDA, X12/EDI, Claims, EHR data models, and population health workflows.
- Guide architecture and solution design decisions for complex deployments.
4. Drive Customer Satisfaction & Program Success
- Own customer NPS and CSAT during implementation phases.
- Serve as executive escalation point for major programs.
- Establish robust governance and communication structures across customer engagements.
5. Build and Develop a High-Performance Organization
- Lead, mentor, and scale an implementation organization of 300+ engineers, analysts, solution architects, and program managers.
- Develop a strong leadership bench and succession planning.
- Create standardized training, certification, and upskilling programs across healthcare domain and technical skills.
6. Operational Excellence & Delivery Governance
- Implement an operating rhythm with KPIs for delivery quality, timeline, data readiness, margin, risk, and customer sentiment.
- Build delivery dashboards, scorecards, and review mechanisms.
- Standardize processes and playbooks for repeatable success across delivery pods.
7. Cross-Functional Partnership
- Collaborate closely with Sales, Product, Engineering, and Customer Success to ensure alignment across the customer lifecycle.
- Improve SOW accuracy, solutioning depth, and implementation readiness.
- Provide field insights to influence product roadmap and platform improvements.
What You Need
- 15-25 years of experience in healthcare delivery, health IT, population health, or payer/provider operations.
- Deep expertise in healthcare data standards (HL7, FHIR, C-CDA, X12/EDI, Claims, Quality Measures).
- Proven success leading large delivery or implementation organizations (200500+ people).
- Strong financial acumen and experience owning delivery P&L and margin performance.
- Experience implementing complex healthcare data platforms, analytics solutions, or clinical systems at enterprise scale.
- Executive presence with ability to influence and communicate with customer CXOs.
- Demonstrated operational discipline, problem-solving, and accountability mindset.
- Experience in high-growth SaaS or healthtech environments.
- Familiarity with modern cloud data platforms (AWS/Azure/GCP).
- Strong understanding of value-based care, care management, risk adjustment, and quality programs.
- Certifications in program management, technical architecture, or healthcare informatics.
