Director, Customer Delivery

At Counterpart Health, we are transforming healthcare and improving patient care with our innovative tool, Counterpart Assistant. By supporting Primary Care Physicians (PCPs), we are able to deliver improved outcomes to our patients at a lower cost through early diagnosis and longitudinal care management of chronic conditions.

As the Director of Customer Delivery, you will lead a cross-functional organization that spans pre-sales solutions architecture, post-sales customer and EHR implementations, ongoing technical account management,application support, and professional services. You will be responsible for building and scaling the technical foundation that ensures Counterpart customers are implemented quickly, supported reliably, and empowered with professional services that deliver measurable business outcomes. This role will unify customer technology functions into a single accountable organization, enabling Counterpart to deliver operational excellence at scale.

Responsibilities:

• Build, lead, and inspire a high-performing organization covering solutions architecture, implementation, EHR integration project management, technical account management, data operations, application support, and professional services.
• Define and own the technology delivery strategy and roadmap, ensuring seamless delivery across the full lifecycle: sales → implementation → support → ongoing success.
• Develop strategy for professional services, delivering the technology solutions and incremental support customers might need to achieve success through custom development.
• Drive execution of customer implementations with rigor, reducing implementation timelines while maintaining high reliability and customer satisfaction.
• Establish the technical account management function to proactively manage customer health, identify risks, and ensure long-term adoption and growth.
• Build a scalable data operations capability to manage customer data quality, compliance submissions, and automation.
• Partner closely with product, engineering, clinical, and go-to-market teams to ensure technology delivery is integrated with company strategy and execution.
• Operate as an executive leader in the organization: accountable for business outcomes, proactive in surfacing risks, and decisive in resolving operational blockers.
• Foster a culture of accountability, data-driven decision making, and cross-functional collaboration across all teams under your leadership.

Success in this role looks like:

• Counterpart implementations reduced to 1–2 weeks with repeatable, reliable delivery.
• Technical account management and professional services expanded covering HEDIS, supplemental data, and customer-specific workflows.
• A Technical Account Management function established and driving proactive customer engagement and retention.
• A scalable data operations team ensuring customer data completeness, quality, and compliance across all tenants.
• Clear, accountable ownership of the entire customer technology lifecycle, eliminating fragmentation and handoffs.
• Recognition as a core member of Counterpart’s leadership team, directly accountable for outcomes that drive revenue, customer satisfaction, and operational scale.

You should get in touch if:

• You have 10+ years of experience leading technical customer-facing organizations (solutions engineering, implementations, professional services, or TAM).
• You have Proven success in building and scaling professional services or customer operations in a high-growth environment.
• You have Deep understanding of healthcare technology and interoperability (EHR integration, HIE, HL7/FHIR, claims data) preferred.
• You have Demonstrated ability to lead cross-functional teams, build new functions, and operate at the intersection of technical detail and business outcomes.
• You have Strong leadership, communication, and executive presence, with a track record of influencing across product, engineering, and go-to-market.

Benefits Overview: 

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location. 
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Remote-first culture, enabling collaboration with global teams
• Paid parental leave for all new parents
• And much more!

About Counterpart Health: In 2018, Clover Health set out to do something unprecedented: build a clinically intuitive, AI-enabled solution that fits within physicians' workflows to help support the earlier diagnosis and management of chronic conditions.

Years later, that vision is a reality, with thousands of practitioners using Counterpart Assistant during patient visits to improve disease management, reduce medical expenses, and drive success in value-based care.

With an exceptional team of value-based care and technology experts, Counterpart Health is driving value-based care at the speed of software.

Counterpart Health is a subsidiary of Clover Health. From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

#LI-REMOTE

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

A reasonable estimate of the base salary range for this role is $200,000-$255,000. Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.