# Director, Customer Success

**Company:** [Pearl Health](https://hotfix.jobs/companies/pearl-health)
**Location:** Remote
**Role:** Customer Success
**Salary:** $145k – $175k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Enterprise Relationship Management, Value-Based Care, Aco Reach, Mssp, Health Systems, CRM, HubSpot, Data Analysis, Performance Coaching
**Posted:** 2026-06-29

> Serve as senior relationship owner for 2-5 large enterprise health system accounts in value-based care (ACO REACH, MSSP). Drive platform adoption, performance outcomes, renewals, and NPS while collaborating cross-functionally; may manage 1-2 CSMs. Requires 8+ years in CS/relationship management with VBC and health system expertise.

## Job Description

## 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.

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