Manager, Customer Success
About The Position
As a Customer Success Manager, you’ll be the trusted guide for primary care providers navigating the critical shift to value-based care. You are the key to unlocking our customers' success, ensuring they have the relationships, tools, and strategies needed to deliver better patient outcomes. Your passion for building relationships and driving performance will directly empower physicians, create a more sustainable healthcare future, and be central to our mission. Pearl Health is dedicated to empowering primary care providers, health systems, and physician-led networks to succeed in the shift to value-based care. Our platform delivers the technology, financial tools, and expert services that enable practices to provide more proactive, effective care to their Medicare patients, ultimately lowering costs and improving health outcomes. Founded in 2020, we are a team of healthcare and technology innovators backed by premier investors like Andreessen Horowitz, Viking Global Investors, and AlleyCorp. We partner with thousands of providers across 44 states to build a more sustainable future for American healthcare.
Requirements
- A Bachelor’s degree or equivalent professional experience.
- 3-5 years of experience in a provider-facing role such as Customer Success or Enterprise Relationship Management.
- 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
- Experience working at an Accountable Care Organization (ACO) or a healthcare technology enablement company.
- 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.
- Experience successfully leveraging AI technologies to drive a process more efficiently.
Responsibilities
- Own the end-to-end customer journey for key provider accounts, facilitating a smooth onboarding process, driving product adoption, and serving as their main point of contact.
- Lead strategic customer engagements, including quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value.
- Drive the successful integration of our technology tools into customer workflows through effective education and practice transformation support.
- Analyze performance data to identify cost drivers and collaborate with provider partners to develop optimal strategies for referrals and care management.
- Collaborate with internal Practice Transformation, Data Science, and ACO Operations teams to deliver insights that optimize provider performance and success.
- Partner with our CS Operations and Growth teams to secure contract renewals and drive account expansion.
- Develop compelling, data-backed narratives with the Customer Marketing team to effectively communicate business updates and establish Pearl’s value.
Benefits
- We offer a competitive benefits package.
- This role is eligible for a discretionary performance bonus and equity options.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
101-250 employees
