Head of Customer Success

As Head of Customer Success, you will own the relationships that define Otter Health's trajectory. You will be the primary point of contact for our flagship health plan and provider customers and their affiliated networks — deepening executive relationships, driving measurable performance, and cementing partnerships with leading payers and health systems as we launch new specialty platforms.

At its core, this role is a partnership. You will help current and new customers understand the insights and value our platform delivers as we monitor the performance of their networks and introduce new capabilities that further influence high-value clinical decision making. You will operate the way a Principal operates at a top-tier strategy consulting firm — structuring ambiguous problems, using data to communicate both the value already delivered and the opportunity still to capture, and carrying the room with senior executives.

You will also own our implementations, ensuring thatnew customers — and new growth within existing customers — are set up, configured,and aligned to incentives, to reduce friction, generate efficient workflows forcapturing clinical data, and support prior auth relief models.

Partner with Customers on Insights& Value

•     Serveas the key relationship point for our flagship health plan and provider customers, from working teams to senior executives.

•     Ownthe analytics and reporting that monitor the performance of our customers'networks — using data to communicate the value delivered and to quantify the opportunity still to capture.

•     Translate utilization and platform data into executive-ready insights that shape customer strategy and deepen the partnership.

•     Champion adoption of new platform capabilities that further influence high-value clinical decision making.

Drive Growth Within ExistingAccounts

•     Cement partnerships with leading health systems to launch and scale our specialty platforms.

•     Identify and drive expansion opportunities — new lines of business, new specialties, and new populations — grounded in the value story the data supports.

Lead Low-Friction Implementations

•     Own implementation for new customers and for new growth within existing customers —scoping, configuration, and launch.

•     Design the most behavioral and incentive aligned approaches to managing provider behavior through our platform capabilities and engagement.

•     Design efficient workflows that capture clinical data cleanly and support prior auth relief from the first day of go-live.

•     Partner with our clinical, product, and engineering teams to turn implementation lessons into a faster, more repeatable path to value.

Develop Value Cases forProspective Customers

•     Build financial and clinical value models — sized, sourced, and defensible — that quantify what Otter Health delivers for a prospective payer or provider organization.

•     Craft the narrative: turn analysis into compelling, board-ready stories that move deals forward.

•     Support the founding team in sales conversations, pilots, and contract expansions.

Grow Otter's Go-to-Market

•     Codify what works — playbooks, collateral, and repeatable motions — as we scale from our first customers to our next ten.

•     Grow into broader go-to-market leadership as the commercial team expands.

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•     5+ years of experience with significant tenure at a top-tier management consultingfirm — or equivalent experience leading complex client engagements in the healthcare space.

•     Deep understanding of the payer-provider landscape: health plan and health system economics, utilization management, value-based care, and network dynamics.

•     Strong analytical toolkit — comfortable building financial models, working with healthcare claims and utilization data, and pressure-testing every number youpresent.

•     Experience leading customer implementations or complex delivery programs — you know how totake a customer from signature to live with minimal friction.

•     Exceptional narrative and communication skills: you can turn analysis into a story and present it credibly to health plan and health system executives.

•     Executive presence and relationship-building instincts — you earn trust with clinicians, actuaries, and C-suites alike.

•     Ability to structure ambiguous problems, drive workstreams independently, and deliver at a high bar without heavy oversight

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•     Experience working with Blues plans, delegated provider networks, IPAs, or academic healthsystems.

•     Experience with clinical data integration and workflow design — EHR-embedded workflows, FHIR/HL7, or claims data feeds.

•     Familiarity with oncology or other specialty care economics.

•     Experience in a startup or 0-to-1 environment — building the function, not inheriting it.

•     Working proficiency with SQL, Python, or modern BI tools.

•     MBA or equivalent advanced degree.