Director, Customer Success (CoE)

Covera Health; United States; Remote; USD 165,000 - 185,000; Full time

Benefits offered by this job

Comprehensive medical plans

Flexible Time Off

Annual Professional Development Stiped

Job summary

Covera Health is seeking a Director of CoE Customer Success to lead and scale a high-impact Center of Excellence program for a portfolio of Fortune 100 employers and health plans. Remote-first with periodic travel, you will own strategy, ROI proof, and executive relationships across HR and Benefits leaders.

You will build the CS function, define playbooks, and drive net revenue retention while partnering with Sales, Operations, and Product to deliver measurable value.

Qualifications

• 10+ years of experience in Customer Success, Account Management, or enterprise consulting in employer benefits, digital health, or health plans.
• Proven track record of managing and growing jumbo, self-funded employer accounts (Fortune 100/500).
• Executive presence to command a room with C-suite HR and Benefits leaders.
• Domain expertise in radiology, CoE programs, or value-based care delivery preferred.

Responsibilities

• Stand up Covera’s Customer Success function from the ground up, defining playbooks and reporting cadence.
• Take account ownership and manage relationships across the customer base with regular touchpoints.
• Act as strategic sponsor for onboarding and ongoing operations, aligning client goals with internal teams.
• Lead recurring reporting and business reviews, using data to extract insights.
• Manage a structured account handoff from Business Development, including scope and pricing.
• Flag renewal and expansion opportunities with Business Development.
• Travel up to 2x per month for in-market meetings and events.

Skills

Customer Success

Account Management

Enterprise consulting

Job description

At Covera Health, we take the integrity of our hiring process seriously. Please be aware of recruitment scams that may impersonate our company. We will never request payment or sensitive personal information (such as banking details) during the interview or hiring process. All communication from our team will come from an official Covera Health email address (ending in @coverahealth.com). If you suspect fraudulent activity, please contact us at [e-mail] to verify the legitimacy of the communication.

"The best part about Covera is the people. Everyone has been supportive, helpful, and goes out of their way to make you feel welcome."

"I am gratified and humbled to know that what we do everyday has a real and substantive impact on other people's lives."

Rachel Liang
Informatics Project Manager

Medical Insurance

Vision Insurance

Flexible Time Off

Annual Wellness Stipend

Health Savings Account

Home, Office & In-Between

Home Office Stipend

Discounted Citibike Membership

NY Office with catered lunches

Fully Stocked Kitchen & Snacks

Retirement & Development

Fee-Free 401(k) Plan

Annual Stipend for Personal Development

Open Positions

Director, Customer Success (CoE)

Location

Remote

Employment Type

Full time

Location Type

Remote

Department

Operations

Compensation

• Estimated Base Salary $165K – $185K Offers Equity

In addition to base salary, this role will have an equity component, a discretionary bonus and comprehensive benefits package. Final compensation will be based on a number of factors including but not limited to, a candidate’s qualifications, skills, competencies, experience, expertise and location.

About the Company

At Covera Health, we're on a mission to improve healthcare by making every diagnosis more accurate.

Every year, millions of patients receive imaging that shapes life changing medical decisions. Yet too often, important findings are missed, patients struggle to access high quality imaging, and the healthcare system treats radiology like a commodity instead of one of the most critical moments in a patient's care journey.

We're changing that.

Covera combines clinical expertise, advanced AI, and one of the industry's largest radiology quality datasets to help detect disease earlier, improve diagnostic accuracy, and give clinicians greater confidence in every decision they make. Better diagnoses lead to better treatment, fewer unnecessary procedures, lower healthcare costs, and, most importantly, better outcomes for patients.

In 2026, Covera and Medmo came together to create the first platform designed to support the entire radiology journey. From helping patients find and schedule high quality imaging, to coordinating care, to ensuring the accuracy of every diagnosis, we're building a connected experience that simply hasn't existed before.

Backed by Insight Partners, our platform supports nearly 6 million people across Fortune 10 and Fortune 100 employers, three of the five largest national health plans, and thousands of value based primary care physicians.

This is an exciting moment to join Covera. We're building technology that is helping detect serious conditions earlier, improving the quality of care for millions of patients, and redefining what healthcare can be. If you're excited by meaningful work, ambitious teammates, and the opportunity to help save lives through better healthcare, we'd love to meet you.

About the role

Covera Health is scaling rapidly, delivering mission-critical Center of Excellence (CoE) programs to a prestigious portfolio of Fortune 100 jumbo employers and health plans. As we rapidly expand this footprint, we are seeking a Director of CoE Customer Success to be the face of our CoE business. Sitting at the critical intersection of our Sales and Operations teams, you will serve as the primary strategic advisor to executive HR and Benefits leaders. You will own the narrative, prove our ROI, report on our performance, manage relationships, and drive Net Revenue Retention across a portfolio of the most prestigious accounts in healthcare.

In this role, you will be expected to:

Function Building: Stand up Covera’s Customer Success function from the ground up - defining the CS playbook, account health-scoring and segmentation, the QBR and reporting cadence, and the standard sales-to-CS handoff intake.

Relationship Management: Take account ownership and provide relationship management across the customer base, including key personnel. Host regular touchpoints with key personnel to maintain relationships, discuss issues, report on performance, and flag opportunities.

Client Advocacy: Act as the strategic sponsor and primary proxy for the client during onboarding, and ongoing operations, ensuring their business goals and requirements are clearly communicated to Covera’s internal Operations and Product teams and issues are escalated and addressed.

Customer-Specific Reporting: Lead recurring reporting and business reviews, including operational reports, monthly reporting, QBRs, and annual strategic meetings. Leverage clean data exports from CoE Operations and advanced analytical tool skills to manipulate, analyze, and extract actionable insights.

Sales Hand-off: Manage a structured account handoff intake from Business Development at close, including scope, pricing, and commitments.

Account Renewal & Growth: Flag expansion and renewal opportunities back into the pipeline in partnership with Business Development.

Special Considerations:

Although we are a remote-first company, this role involves periodic travel to meet with customers in-market, as well as to attend select industry events. Travel needs will vary and evolve over time. Most likely we anticipate this being trips 2x per month, for 1 day per trip.

Requirements:

10+ years of progressive experience in Customer Success, Account Management, or enterprise consulting within the employer benefits, digital health, or health plan space.

Proven track record of managing and growing jumbo, self-funded employer accounts (Fortune 100/500). You must have the executive presence to command a room with C-suite HR and Benefits leaders.

Deep, intuitive understanding of how benefits leaders at jumbo employers think, act, and measure success.

Domain expertise in radiology, specialized Centers of Excellence (CoE) programs, or value-based care delivery preferred

AI at Covera

At Covera Health, AI is not a novelty. It's a core part of how we work. Every team member is expected to actively use AI in their day-to-day role, and we invest in building that fluency across the organization. If you lean into new tools and are energized by what's still possible, you'll fit in.

Comprehensive medical plans - choose from three plans, including one with 100% of premiums covered for you and your dependents

Flexible Time Off - take the time you need, when you need it

Generous company wide holidays - 16 in total

401(k) Retirement Plan

Annual Professional Development Stipend to invest in courses, books, or any other professional development related activity

Annual Wellness stipend for fitness, mental health or other wellness expenses

We may use automated tools or AI to assist in reviewing applications.

The minimum and maximum base salary for this position ranges from $165,000 to $185,000, in addition to a discretionary bonus and comprehensive benefits package. Final salary will be based on a number of factors including but not limited to, a candidate’s qualifications, skills, competencies, experience, expertise and location. Final compensation decisions may occasionally fall outside of the posted range. Salary ranges are periodically reviewed and may be adjusted in response to market trends and company needs.

At Covera Health, we strive to build diverse teams that reflect the