Customer Success Manager

Pearl Health

14d•$85,000 - $115,000•Remote

About The Position

Pearl Health is hiring a Customer Success Manager to own post-sale success and satisfaction for approximately 10 medium and enterprise-sized accounts. The role leads each account across implementation, ongoing customer health, and renewal, helping customers understand value-based care programs, use Pearl’s technology effectively, and achieve long-term performance. The Customer Success Manager diagnoses operational inefficiencies within provider groups and facilitates process transformation, including interpreting complex performance data to influence client decisions and policy development. The work includes training, biweekly touchpoints with platform operators and program managers, and monthly-to-quarterly performance reviews with senior stakeholders. This is a remote role that must be based in the Pacific Time Zone to support the West Coast client portfolio. The position requires travel of up to 25% for critical in-person customer meetings. The base salary range is $85,000–$115,000 per year, with eligibility for a discretionary performance bonus and equity options. Pearl Health describes its benefits package as competitive; further details are available on its careers website.

Requirements

Bachelor’s degree or equivalent professional experience.
At least 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.
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.

Nice To Haves

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

Responsibilities

Manage a portfolio of approximately 10 medium and large accounts, designing implementation frameworks and advising leadership on product integration.
Serve as the primary strategic consultant for customers, tailoring Pearl’s solution to their business operations and organizational goals.
Lead customer engagements, including monthly and quarterly business reviews and workshops, to set objectives and demonstrate Pearl’s value.
Partner with Customer Success Operations and Growth teams to secure renewals and drive account expansion.
Consult with provider leadership to redesign clinical and administrative workflows in support of technology adoption, practice transformation, and value-based care objectives.
Analyze performance data to identify cost drivers and collaborate with provider partners on referral and care management strategies.
Collaborate with Practice Transformation, Data Science, and ACO Operations teams to optimize provider performance and customer success.
Develop data-backed narratives to communicate business updates and demonstrate Pearl’s value.
Deploy training and conduct biweekly touchpoints with platform operators and program managers, as well as monthly-to-quarterly performance deep dives with senior stakeholders.