Full-Time
Head of Customer Success Operations
Customer Success Operations
Posted on 9/12/2025
Innovaccer
1,001-5,000 employees
Healthcare data analytics platform.
No salary listed
San Francisco, CA, USA
Hybrid
 Sales & Account Management (2) |
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- 12+ years of Experience, with 3+ years in senior leadership roles at SaaS companies or Management Consulting.
- Proven record of delivering >95% GRR, >115% NRR, and faster time-to-value through scalable CS operations.
- Expertise in customer lifecycle design—onboarding, adoption, renewals, support, and expansion.
- Strong data-driven mindset, experienced with Gainsight, Salesforce, and analytics to drive retention and growth.
- Demonstrated success in building and leading high-performing global teams across CSM, Implementation, and Support.
- Own lifecycle outcomes with a hard scorecard: NRR, GRR, churn, renewal rate, expansion ARR, onboarding cycle time, Time-to-First-Value, product adoption, NPS/CSAT, and renewal forecast accuracy.
- Build or mature Implementation, Professional Services, Support, and Renewals under a single CS Ops umbrella.
- Ship repeatable onboarding to value playbooks; standardize SLAs, RACI, and handoffs from Sales → Services → CSM → Support.
- Run an “Onboarding Acceleration” program to shorten time-to-go-live; weekly burn-down on blockers; publish cohort dashboards that show % live, median days to live, and first-value milestones
- Drive adoption & health at scale: define product usage north-stars and leading indicators; launch success plans, QBR templates, and automated nudges. Aim for double-digit adoption lifts within two quarters.
- Renewals & expansion rigor: institute a 120/90/60/30 renewal motion, risk codes, and save-plays; build expansion pipeline with packaged PS offers and value realization narratives.
- Exec-level analytics: own JIRA/Salesforce/BI dashboards; weekly KPI review; renewal forecast accuracy ≥ ±5%; root-cause analysis on churn with corrective actions.
- AI Awareness & Application: Leverage knowledge of AI and automation to improve CS tooling, customer insights, and internal efficiency
- Capacity & planning: model coverage ratios (accounts/CSM, implementations/PM), PS utilization, Support SLA staffing; quarterly headcount plans tied to ARR and logo growth.
- Cross-functional with Product & Engineering: convert customer insights into roadmap requests; sponsor beta programs; quantify impact (e.g., feature X reduces onboarding by 10 days).
- Quality & escalation leadership: act as executive sponsor for top health systems/payers; lead major incident postmortems and “get-well” plans with time-boxed outcomes.
- Collaborate with the senior leadership team on key M&A integrations, ensuring smooth operational alignment and effective post-acquisition integration
- Manage and mentor a team of CS Ops, fostering an environment of continuous improvement, innovation, and accountability focused on key business metrics.
- Culture & enablement: coach leaders; stand up CS enablement (playbooks, role-based training, certifications); hire for operational excellence and customer empathy.
Innovaccer provides a Health Cloud platform that connects, curates, and analyzes healthcare data to improve patient outcomes and reduce costs. The platform lets healthcare providers manage transitional care, lower 30-day readmissions, and expand primary care services, while giving pharmaceutical companies like Roche contextualized patient insights to lower development costs and risk. Revenue comes from clients paying for platform use. Unlike others, Innovaccer demonstrates value through measurable results (e.g., a CHESS $3 million value and a 23% reduction in 30-day readmissions) and earns high scores in independent analytics rankings (e.g., 94.9/100 in KLAS Data & Analytics Platforms with “A” across all six Customer Experience Pillars). The company's goal is to turn healthcare data into practical, scalable insights that improve clinical and financial outcomes for providers, life sciences partners, and patients.
Company Size
1,001-5,000
Company Stage
Private
Total Funding
$728.1M
Headquarters
San Francisco, California
Founded
2012
Simplify's Take
What believers are saying
- CMS ACCESS Model acceptance launches zero-risk chronic care in July 2026.
- Longevity Health partnership saves $1M, cuts inpatient costs 20% in 2023-2026.
- Beckman Coulter selects Gravity March 16, 2026, for lab AI optimization.
What critics are saying
- CMS ACCESS Model imposes penalties if readmissions exceed benchmarks post-July 2026.
- Galaxy UM raises payer approval rates, compressing margins in 12-24 months.
- Flow Capture miscoding triggers CMS audits and claim rejections in 12-18 months.
What makes Innovaccer unique
- Gravity platform unifies clinical, claims, and pharmacy data across 200+ facilities.
- Galaxy UM automates prior authorizations with 'only auto-approve, never auto-deny' policy.
- Flow Capture autonomously codes 80% of encounters using ambient AI scribes.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Parental Leave
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↑ 0%2 year growth
↑ 0%Innovaccer, a healthcare AI company, has been accepted by the Centers for Medicare & Medicaid Services for the ACCESS Model programme, launching in July 2026. The company will participate in both Early Cardio-Kidney-Metabolic and Cardio-Kidney-Metabolic tracks, covering conditions affecting over two-thirds of Medicare beneficiaries. Innovaccer's participation model offers zero-risk engagement for health systems, which continue billing Medicare fee-for-service whilst Innovaccer delivers technology-enabled care and assumes outcome risk. Health systems earn new referral and co-management revenue without additional infrastructure obligations. The company's AI care orchestration platform manages the complete patient lifecycle, including population identification, automated outreach, enrolment, and care coordination. Its proprietary Adaptive Programme Intelligence dynamically adjusts intervention intensity based on patient engagement patterns whilst maintaining patient relationships with health systems.
Innovaccer and Longevity Health have announced an enterprise AI Center of Excellence following a successful year-long partnership that generated approximately $1 million in cost savings. The collaboration reduced inpatient costs by nearly 20% and improved utilisation by nearly 10% across chronic care management programmes. Longevity Health, which serves high-risk populations through Institutional Special Needs Plans, partnered with Innovaccer in 2023 to deploy its Gravity platform. The system unified clinical, claims, pharmacy and post-acute data across more than 200 facilities, creating a single source of truth for care coordination. The expanded AI Center of Excellence will develop enterprise chatbots, retrieval-augmented generation agents, and custom risk models to scale intelligence across clinical, operational and financial teams using the same unified data foundation.
Longevity Health and Innovaccer announce enterprise AI Center of Excellence after achieving $1M cost savings. Published on March 26, 2026. SAN FRANCISCO-(BUSINESS WIRE)-Innovaccer Inc., the healthcare AI platform company, today announced the expansion of its partnership with Longevity Health, a clinical services company and national Institutional Special Needs Plan (I-SNP) serving high-risk, medically complex populations, to establish an enterprise-wide AI Center of Excellence powered by Innovaccer Gravity(TM) platform. The expansion follows one year of measurable impact. Within the study, leveraging Gravity's unified data and analytics infrastructure, Longevity Health reduced inpatient costs by nearly 20%, generating approximately $1 million in savings within 12 months across key chronic care management initiatives focused on high-acuity conditions such as diabetes, ESRD, and Alzheimer's disease. The organization also improved utilization by nearly 10%. Longevity Health partnered with Innovaccer in 2023 to modernize its population health infrastructure, deploying a cloud-based platform within its Azure environment. The implementation unified clinical, claims, pharmacy, ADT, and post-acute data across more than 200 facilities, creating a trusted data foundation for value-based care. The implementation consolidated clinical, claims, pharmacy, ADT, and MDS data into a unified data layer, creating a single source of truth across cost, quality, and utilization. With real-time risk and cost dashboards and embedded point-of-care intelligence for nurse practitioners and care teams, Longevity Health improved care coordination, standardized workflows, and enabled proactive interventions for a predominantly elderly population with complex chronic conditions. Building on these results, Longevity Health is now expanding its collaboration with Innovaccer to launch an enterprise AI Center of Excellence. The initiative will leverage Innovaccer Gravity(TM) to: * Develop enterprise AI chatbots and internal assistants * Build retrieval-augmented generation (RAG) agents * Create custom BI and risk models * Enable natural language access to trusted data * Accelerate productivity and financial performance across the organization "Healthcare transformation is no longer about isolated analytics deployments, it's about building intelligent systems that drive measurable impact," said Abhinav Shashank, cofounder and CEO of Innovaccer. "Longevity Health's results demonstrate what's possible when data, workflows, and AI operate as one. Their AI Center of Excellence represents the next evolution: enterprise-wide intelligence designed to continuously learn, adapt, and improve outcomes." Instead of siloed point solutions, the AI Center of Excellence will operate on the same trusted, unified data foundation. Longevity Health aims to scale intelligence securely across clinical, operational, and financial teams. Brad Riley, Vice President of Analytics & Reporting, Longevity Health, added, "Our partnership with Innovaccer has fundamentally changed how we connect cost, utilization, and quality across our network. After seeing tangible financial and clinical results, establishing an AI Center of Excellence is a natural progression. We are focused on scaling actionable intelligence across the enterprise to support better decisions and better member outcomes." See how enterprise AI is transforming payer performance. Visit Innovaccer at booth #6249 at HIMSS 2026 to experience the Gravity platform in action. Download the full case study here. About Innovaccer Innovaccer is the AI infrastructure for autonomous healthcare operations, delivering better clinical and financial outcomes across health systems, payers, governments, and life sciences. Powered by the Healthcare Intelligence Platform, Innovaccer unifies enterprise data and applies AI to automate administrative work, strengthen operational performance, and drive measurable margin expansion. Organizations such as Orlando Health, Adventist HealthCare, and Banner Health trust Innovaccer to integrate intelligence into their existing infrastructure and elevate the quality of care. For more information, visit www.innovaccer.com. About Longevity Health Longevity is a clinical services company and national Institutional Special Needs (I-SNP) plan dedicated to serving individuals in senior living settings. Via its own plans and as an Independent Provider Association (IPA) in partnership with leading national health insurers, Longevity provides comprehensive and patient-centered care for senior living residents' full range of medical, social and emotional needs. It currently operates in 15 markets across the nation. Stay on top of the news, get weekly updates in your inbox.
Innovaccer introduces Galaxy utilization management with healthcare AI. March 24, 2026 Innovaccer has developed an AI-driven utilization management platform called Galaxy UM. This platform is meant to improve the process of prior authorization for health plans. It reduces administrative burden and improves health outcomes. It addresses existing issues in the process, such as inefficient processes, the use of faxes for requests, and inefficient decision-making. The platform provides an automated experience for the entire utilization management process. This includes data intake, data extraction, and communication with providers in real time. It processes unstructured data from clinicians through agentic AI, natural language processing, and optical character recognition. The key feature of the platform is the "only auto-approve, never auto-deny" approach. This approach ensures that complex cases are handled by clinicians. It also provides transparency and prevents inappropriate denials. The platform operates on Innovaccer's Health Cloud. This provides access to data for better decisions and efficient operations. It also supports compliance with evolving regulations, including CMS-0057, through automated tracking and reporting. "Utilization management should enable better care, not delay it," said Abhinav Shashank, cofounder and CEO of Innovaccer. "With Galaxy UM, we are bringing together AI and clinical intelligence to streamline prior authorization, reduce administrative burden, and ensure that decisions are faster, more transparent, and aligned with patient needs. This is another step in our vision towards autonomous healthcare."
Innovaccer has launched Galaxy UM, an AI-powered platform designed to automate prior authorisation for health plans. The system addresses inefficiencies in utilisation management, where many requests are still processed manually via fax and phone, causing care delays and increased costs. The platform automates the entire utilisation management lifecycle, from receiving requests through multiple channels to evaluating medical necessity and communicating decisions in real time. Powered by agentic AI, Galaxy UM uses natural language processing and optical character recognition to analyse clinical documents. The system follows an "only auto-approve, never auto-deny" approach, routing cases requiring further review to qualified clinicians. Built on Innovaccer's Health Cloud, the platform supports compliance with regulatory requirements including CMS-0057. Galaxy UM is currently available in limited beta, with general availability expected later in 2026.