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Pearl HealthPearl HealthUnited States

Customer Success Manager

Own post-sale success for a portfolio of medium and enterprise healthcare accounts, guiding provider organizations through technology adoption, workflow transformation, and value-based care programs. The role requires 4+ years of provider-facing experience, strong executive communication, and proficiency using performance data to drive outcomes.

85k – 115k/yr
Remote4+ YOECustomer Success

About the role

Responsibilities

Account Management & Strategic Consulting

  • Manage a portfolio of approximately 10 medium and enterprise accounts.
  • Design strategic implementation frameworks and advise leadership on product integration best practices.
  • Serve as the primary strategic consultant, tailoring solutions to customers’ business operations and organizational goals.
  • Lead monthly and quarterly business reviews, workshops, and other customer engagements.
  • Partner with Customer Success Operations and Growth teams to secure renewals and drive account expansion.

Clinical Workflow & Value-Based Care Transformation

  • Consult with provider leadership to re-engineer clinical and administrative workflows.
  • Align technology adoption with practice transformation and value-based care objectives.
  • Analyze performance data to identify cost drivers.
  • Collaborate with provider partners to develop strategies for referrals and care management.

Cross-Functional Collaboration

  • Collaborate with Practice Transformation, Data Science, and ACO Operations teams to optimize provider performance.
  • Develop data-backed narratives to communicate business updates and demonstrate customer value.
  • Deploy customer trainings and maintain biweekly touchpoints with platform operators and program managers.
  • Conduct monthly to quarterly performance deep dives with senior stakeholders.

Requirements

  • 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.
  • Experience preparing and delivering presentations to clinical staff and executive leadership.
  • 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.
  • Must be based in the Pacific Time Zone to support the West Coast client portfolio.

Nice-to-Haves

  • Direct experience working with and supporting primary care providers.
  • Proficiency with CRM analytics, especially HubSpot, and internal dashboards.
  • Track record of achieving account expansion or renewal targets.
  • Deep understanding of the provider landscape, including relevant technology vendors and evolving priorities.

Compensation & Benefits

  • Base salary: $85,000–$115,000 per year.
  • Eligible for a discretionary performance bonus and equity options.
  • Competitive benefits package.

Skills

Customer Successenterprise relationship managementvalue-based careAccount Managementstrategic consultingPresentation Skillsclinical workflow transformationcare managementcrm analyticsHubSpotData Analysisaccount expansionRenewalsprimary careexecutive stakeholder management

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