Customer Success Manager

The Opportunity

You will own the post-sale success and satisfaction of approximately 10 medium and enterprise sized accounts. You will serve as the lead on these accounts, supporting all aspects of customer health from implementation to renewal. Your work will ensure customers are fluent in value-based care programs, adept with our technology, and positioned for long-term performance.

You will drive customer success by diagnosing operational inefficiencies within provider groups and facilitating high-level process transformation. This includes leading executive-level business reviews and interpreting complex performance data to influence client decision-making and policy development.

You will deploy trainings, biweekly touchpoints with platform operators and program managers, and monthly to quarterly performance deep dives with senior stakeholders.

What You’ll Own

Account Management & Strategic Consulting

• Manage a portfolio of 10 medium and large accounts by designing strategic implementation frameworks and advising leadership on best practices for product integration. You will serve as the primary strategic consultant, exercising independent judgment to tailor Pearl’s solution to each client’s unique business operations and long-term organizational goals.
• Lead customer engagements, including monthly and quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value.
• Partner with our CS Operations and Growth teams to secure contract renewals and drive account expansion.

Clinical Workflow & Value-based Care Transformation

• Consult with provider leadership to re-engineer clinical and administrative workflows, ensuring technology adoption is aligned with significant practice transformation and value-based care objectives.
• Analyze performance data to identify cost drivers and collaborate with provider partners to develop optimal strategies for referrals and care management.

Cross-Functional Collaboration

• Collaborate with internal Practice Transformation, Data Science, and ACO Operations teams to deliver insights that optimize provider performance and success.
• Develop compelling, data-backed narratives to effectively communicate business updates and establish Pearl’s value.

Who You Are

You are a natural relationship-builder and strategic thinker, skilled at helping customers navigate complexity and achieve their goals in an ambiguous, changing ACO landscape. Your experience working with providers in a value-based care setting has prepared you to guide customers through significant operational transformations with empathy and data-driven expertise. You are excited to roll up your sleeves to parse through nuanced customer questions, and you thrive in fluid startup environments rather than highly structured or predictable settings with unchanging processes.

Must-haves

• A Bachelor’s degree or equivalent professional experience.
• 4+ years of experience in a provider-facing role such as Customer Success or Enterprise Relationship Management.
• Experience in value based care
• Demonstrated experience preparing and delivering presentations to clinical staff and executive leadership.
• A proven ability to build strong relationships, proactively resolve issues, and create an exceptional customer experience.
• Willingness to travel up to 25% for critical in-person customer meetings.
• This is a remote role but must be based in the Pacific Time Zone (PST / Pacific Standard Time) to support our West Coast client portfolio.

Nice-to-haves

• Direct experience working with and supporting primary care providers.
• Proficiency in using CRM analytics (especially HubSpot) and internal dashboards to measure outcomes and allocate resources.
• A track record of successfully achieving account expansion or renewal targets.
• A deep understanding of the provider landscape, including relevant technology vendors and evolving priorities.

Trust Through Transparency

We prioritize transparency in all our interactions, ensuring that employees, patients, clinicians, and partners have access to the information they need to make informed decisions. Integrity is at the core of how we operate.

Serious Impact, Big Heart

We go above and beyond with our efforts to empower proactive, patient-centered care and we celebrate every step forward. Humor and positivity fuel our creativity, strengthen relationships, and remind us to acknowledge the journey as much as the destination.

What We Offer

• Base Salary Range: $85,000-$115,000 per year
• Additional Compensation: Eligible for a discretionary performance bonus and equity options
• Benefits: Competitive benefits package.

Final compensation will be determined by a candidate's relevant skills, experience, labor market conditions, and location.

Agency Submissions

We are not currently working with contingency search firms. If a resume is submitted to any Pearl Health employee by a third party without a valid written and signed search agreement, it will become the property of Pearl Health and no fee will be paid, irrespective of whether the candidate is hired.