Open to opportunities

Janice Coppola

@janicecoppola

Senior Customer Success and strategic account leader driving enterprise healthcare adoption, retention, and measurable ROI through value-based programs.

United States

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What I'm looking for

I’m looking for a Customer Success leadership role where I can own the post-sale lifecycle, drive adoption and renewals, run executive QBRs with data-driven insights, and build long-term partnerships that improve member outcomes and measurable ROI.

I’m a Senior Customer Success and Strategic Account Management leader with 18+ years of experience managing enterprise healthcare, health plan, employer, and population health accounts across healthcare technology and wellness environments. I focus on improving member outcomes, customer satisfaction, quality performance, and value-based care results.

I own the full customer lifecycle—from implementation and onboarding to engagement strategy, executive business reviews, escalation management, and long-term partnership growth. I consistently drive customer engagement, adoption, utilization growth, renewals, and expansion opportunities, including measurable ROI across complex books of business.

Across payer and employer programs, I lead QBRs with engagement analytics, utilization trends, and ROI insights, using data-driven performance to mitigate churn risk and support renewals and upsells. I’ve maintained 100% client retention while expanding program adoption, and I bring strong expertise in healthcare SaaS, population health, member engagement, and quality measures such as HEDIS/STAR and CAHPS.

Experience

Work history, roles, and key accomplishments

Sr. Client Success Manager

RVO Health / Optum

May 2023 - Dec 2025 (2 years 7 months)

Owned post-sale lifecycle for enterprise employer and health plan clients, driving adoption, engagement, renewals, and expansion of virtual prevention programs (tobacco cessation, behavioral/mental health, cardiometabolic care, and health coaching). Led account planning and QBRs with executive stakeholders, maintaining 100% client retention while upselling digital health enhancements across a mult

customer success strategy Enterprise Account Management Renewals Healthcare SaaS Client Escalation Management Salesforce

Client Success Manager

Icario

Jun 2022 - May 2023 (11 months)

Served as the strategic point of contact for Medicare, Medicaid, and Duals clients, managing day-to-day relationships and ensuring high client satisfaction. Managed performance across quality metrics (Gaps in Care, CAHPS, health assessments, and redeterminations) and delivered QBRs to support retention and account growth.

Client Success Management Gaps In Care QBRs Utilization & Engagement Analytics Client Retention Stakeholder Management

Account Manager

Sharecare

Mar 2020 - Jun 2022 (2 years 3 months)

Directed mental health and wellbeing program strategy for large employer populations through the CareFirst partnership, overseeing health coaching engagement and member utilization analytics. Conducted QBRs focused on outcomes, ROI, and account health, partnering cross-functionally to resolve issues and support renewals and upsell opportunities.

Enterprise Account Management Wellness Programs Member Engagement Strategy Cross functional Leadership Client Escalation Management ROI Analysis Renewals

Wellness Account Manager

HealthFitness

Nov 2017 - Mar 2020 (2 years 4 months)

Led wellness strategy and execution for a large health plan client, overseeing biometric screenings, health coaching, seminars, and campaigns. Built annual business plans, monitored KPIs, and produced data-driven reports on participation and outcomes while supervising a network of on-call practitioners and contractors.

Wellness Program Management Biometrics Health Coaching KPI Reporting Data Driven Stakeholder Management Program Execution Cross functional Leadership

Wellness Program Coordinator

HealthFitness

Jan 2013 - Oct 2017 (4 years 9 months)

Coordinated and marketed comprehensive wellness services across multiple locations, aligning programs with client goals. Ensured compliance with health data privacy and reporting standards, managed on-call staff, and implemented new wellness initiatives.

Wellness Program Management Program Marketing Vendor coordination Operational Support Healthcare Operations

Health Coach - PCMH

Johns Hopkins HealthCare

Nov 2011 - Dec 2012 (1 year 1 month)

Coached high-risk patients using behavioral change models to support diabetes and chronic condition management. Collaborated with interdisciplinary teams and documented outcomes in EMR systems.

Diabetes Care Care Management And Interdisciplinary Teams Patient Engagement Risk reduction Healthcare Operations

Campus Wellness Specialist

Harford Community College

Nov 2005 - Feb 2009 (3 years 3 months)

Led public health campaigns and education programs focused on tobacco use, sexual health, nutrition, and fitness. Authored and managed state grants, helped transition the campus to a tobacco-free policy, and built community coalitions while mentoring student peer educators.

public health campaigns Grant Management Health Education Tobacco Cessation Initiatives Program Implementation Student Peer Education Health Promotion