Customer Success Manager

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.
• 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.

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.

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. Details at pearlhealth.com/careers

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