About the Role

Role Department: Customer Success 

Reports To: Chief Operating Officer 

Ursa Health is transforming analytics so innovators can transform healthcare. Our customers are healthcare organizations taking financial risk on patient outcomes—and they need analytics infrastructure that enables both innovation and performance. 

As the Director of Customer Success, you'll lead their full journey with Ursa Studio—from implementation, to building long-term partnerships, and through sustained adoption and measurable impact. But here's what makes this role different: we believe in doing the harder thing. That means taking the time to identify and deliver what customers need to be innovative and successful, not just what they initially ask for. 

You'll be the quarterback helping them turn their messy data and urgent needs—closing quality gaps, reducing avoidable costs, improving value based care performance, scaling new care models—into clear plans, streamlined data pipelines, rigorous execution, and real clinical, financial, and business results. This requires deep collaboration: you'll work closely with customers and cross-functional Ursa teams to drive adoption, prove value, and build stickiness over time. 

You'll embrace thoughtful failure in service of continuous improvement, build what works, scale it, then do it again. If you thrive when given trust, autonomy, and clear purpose—and you want to have meaningful impact on healthcare—this will feel like home. 

What You'll Do

Implementation & Launch 

• Own end-to-end implementations of Ursa Studio from kickoff to sustainable daily use 
• Partner with customers to define not just what they're asking for, but what they need—goals, scope, milestones, success metrics 
• Build and run clear delivery plans that keep cross-functional teams (Analytics, Integrations, Product, Delivery) aligned and moving 
• Design and build data integration pipelines with our Integrations team – ensuring clean, reliable data flows into Ursa Studio as the foundation for all analytics work  
• Scope and lead ongoing analytics work— including developing standard and custom analytics that become essential to how customers run their business 
• Remove blockers, set expectations, ensure customers can actually use what we build 

Drive Adoption, Stickiness & Impact 

• Own and nurture longitudinal relationships as primary senior contact and trusted advisor— you are responsible for deeply understanding how your customers' priorities evolve, anticipating their needs, and building trust over quarters and years, not just project cycles 
• Create and execute success plans that drive adoption, prove value, and deliver measurable clinical, financial, and business outcomes 
• Partner with Ursa’s delivery team to use Ursa Studio to address value-based care performance questions, demonstrate analytic capabilities, and surface opportunities for performance improvement 
• Drive adoption by developing tailored training plans for customers based on type of user and use case 
• Identify expansion opportunities; partner with Account Management on renewals by demonstrating adoption momentum, impact, and clear forward roadmap 
• Develop and elevate customer success stories by partnering with Marketing to produce case studies, testimonials, webinars, conference presentations, and other customer-facing content that demonstrates measurable impact and reinforces Ursa's value in the market
• Lead through collaboration—work closely with customer teams and internal Ursa stakeholders to solve complex problems together 

Scale What Works 

• Build delivery operations that track adoption, outcomes, risk, and opportunity across your portfolio 
• Ensure accurate effort tracking for client profitability and predictable resourcing 
• Drive continuous improvement of day-to-day operations and ongoing support —proactively monitor, troubleshoot, and resolve issues with data pipelines, ELT processes, and platform bugs for both customers and internal teams 
• Partner with Product to evolve Ursa Studio and content based on real patterns and needs you see in the field 
• Expand Ursa's institutional knowledge—reusable analytic content, playbooks, implementation learnings, VBC insights 
• Mentor teammates and raise the bar on how cross-functional collaborative work gets done 

About You

• 10+ years in healthcare analytics, customer success, delivery, consulting, or program management 

• Fluent in healthcare analytics and value-based care, with some experience with healthcare data analysis, SQL and conceptual understanding of healthcare data integration, architecture, and data modeling 

• Track record leading complex implementations and analytics programs with senior stakeholders 

• Can manage multidisciplinary teams and drive execution when things are ambiguous 

• Bridge technical, clinical, and operational audiences—you speak all three languages 

• Obsessed with adoption and impact, not just implementation 

• Naturally collaborative—you solve hard problems by bringing the right people together 

• You ask clarifying questions even when it feels vulnerable, admit when you don't know something, and act quickly on what you learn 

• Excited to work in a small, fast-moving team that cares deeply about improving healthcare and doing right by customers. 

Salary Range: $150,000-180,000*. Title and compensation will reflect experience. We're open to Director or Senior Director depending on your background, experience and expertise.  

Location: United States, Position is Remote, occasional travel (<10%)