Vice President - Customer Success Engineering

About The Role:

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 (200–500+ 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.