Director, Customer Success

What You Will Own

Enterprise Relationship Management & Strategic Retention

• Cultivate and manage senior-level relationships within large health systems, serving as the primary point of accountability for account health and performance.
• Partner with CS Operations and Growth teams to drive account expansion and secure contract renewals.
• Develop strategic narratives that communicate Pearl's value and keep executive stakeholders informed and engaged.

Value-Based Care Performance & Practice Transformation

• Utilize VBC expertise to partner effectively with internal teams and have accountability for the Customer’s performance.
• Foster strong relationships with assigned Enterprise customers, driving platform adoption and providing performance coaching to optimize VBC program outcomes.
• Use data-driven insights to identify cost drivers and work with partners to develop optimal referral, care management, and admission avoidance strategies.
• Oversee the education and integration of Pearl's technology tools into customer workflows, ensuring seamless practice transformation.
• Proactively resolve issues and create an exceptional experience for providers.

Cross-Functional Coordination & Project Execution

• Collaborate with cross-functional teams such as Product, Performance Intelligence, Data Science, and ACO Operations to optimize provider performance and develop/implement remediation plans.
• Work across the organization to guarantee successful implementation of critical projects for assigned customers.

Who You Are

You're an experienced enterprise relationship manager who thrives in complex, high-stakes environments. You bring deep familiarity with the provider landscape and value-based care programs, and you know how to earn trust with both clinical and executive audiences. You are comfortable being both a strategic advisor and a hands-on operator in an ambiguous, fast-changing startup environment where you will step out of a single functional lane to coordinate across Product, Operations, Data Science, and Growth. Rather than managing a high volume of transactional accounts, you excel at going deep on a small number of complex, high-stakes enterprise relationships.

Must-haves:

• 8+ years of experience in Customer Success, enterprise relationship management, network contracting, or a comparable provider-facing role.
• Expertise in ACO REACH, MSSP, or other value-based care models.
• Experience working with health systems as a technology vendor, within an ACO, or at a tech enablement company.
• Demonstrated ability to build and maintain senior-level relationships within large health systems or physician networks.
• Experience preparing and presenting to clinical and executive leadership.
• Proven track record of achieving renewal and expansion targets at scale.
• Thrive as a self-starter who is able to keep track of several parallel projects and initiatives in a start up environment.
• Willingness to travel up to 25% for in-person customer engagement.

Nice-to-haves:

• Experience with CRM analytics (HubSpot preferred) and internal dashboarding to drive resource allocation and measure outcomes.
• Prior people management experience, or a strong desire to grow into it.

What We Offer

Base Salary Range: $145,000-$175,000 per year
Additional Compensation: Eligible for a discretionary performance bonus and equity options
Benefits: Competitive benefits package. Details at pearlhealth.com/careers

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