Availity, the nation’s largest real-time health information network, today announced the creation of a new Customer Success organization, designed to ensure that clients see measurable value from their engagements, beginning with clear alignment on strategic outcomes and extending across the full cycle of the relationship. The new department will be led by Bala Sekaran, who has been promoted to the role of Chief Customer Officer.

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Bala Sekaran, Chief Customer Officer at Availity

The Customer Success organization combines Availity’s Strategic Account Services and implementation teams into one team with a mandate to improve user adoption of Availity products throughout the customer journey. This structure reduces handoffs, improves project governance, and ensures clients have a consistent, trusted team guiding them throughout their relationship with Availity.

“Bala has an extraordinary ability to connect strategy with execution,” said Russ Thomas, CEO of Availity. “Under his leadership, our Customer Success organization will give clients a more streamlined experience, faster implementations, and stronger alignment with their strategic goals. This is a major step forward in Availity’s Built for Better mission—delivering better decision making, better experiences, better interoperability, and better scale.”

Sekaran brings deep experience from both payer and provider perspectives. Before joining Availity, he served as an Associate Partner in McKinsey’s healthcare practice, advising health plans and providers on complex transformations. At Availity, he has led provider data management initiatives, managed large-scale implementations, and overseen delivery teams across multiple product lines. This background gives him first-hand knowledge of how health plans, providers, and trading partners operate—and how to align Availity’s solutions with their business objectives. This background positions him to lead a department dedicated to ensuring clients achieve their intended outcomes from Availity’s platform, with clear accountability for value realization.

“Our clients want fewer handoffs, faster speed-to-value, and clear accountability,” said Sekaran. “By creating a single team that owns the end-to-end experience, we’re making sure the same people who start with you on day one are with you through implementation and beyond. This means smoother transitions, quicker issue resolution, and stronger partnerships that deliver measurable results.”

The new Customer Success organization reflects Availity’s continued commitment to helping health plans and providers define success upfront, achieve it through streamlined implementations, and measure value across the entire client lifecycle. By aligning on outcomes from the start, Availity is ensuring clients see lasting impact from their investments.

About Availity

Availity empowers payers and providers to deliver transformative patient experiences by enabling the seamless exchange of clinical, administrative, and financial information. As the nation's largest real-time health information network, Availity develops intelligent, automated, and interoperable solutions that foster collaboration and shared value across the healthcare ecosystem. With connections to over 95% of payers, more than 3 million providers, and over 2,000 trading partners, Availity provides mission-critical connectivity to drive the future of healthcare innovation. For more information, including an online demonstration, please visit www.availity.com or call 1.800.AVAILITY (282.4548). Follow us on LinkedIn and X.

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“Bala has an extraordinary ability to connect strategy with execution,” said Russ Thomas, CEO of Availity.