Director, Customer Success

About the role

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 backed by premier investors including 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. We are seeking a stellar, east coast-based Customer Success Director, experienced in engaging with physician practices and large health systems. You will serve as the senior relationship owner for a small portfolio (2-5) of Pearl's largest enterprise accounts in the Southeast, helping them succeed in ACO REACH, MSSP, and future LEAD model programs. You'll combine deep VBC expertise with executive-level relationship management to drive program performance, platform adoption, and contract renewals - while maintaining Pearl's best-in-class NPS and CSAT scores. Over time, you'll take on people management responsibilities for 1-2 CSMs in the region. If you are excited about delivering better outcomes for patients, have deep experience supporting senior relationships within hospital systems in a Customer Success-like function, and are used to working in value-based care arrangements within a technology setting (or have experience you deem to be similar), we'd be excited for you to apply.

Responsibilities

• 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 your VBC expertise to partner effectively with internal teams as well as 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.

Requirements

• 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.
• 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.
• Our Values
• 🤝 Collaborate to Innovate
• We believe the best solutions arise from intelligent teamwork. We trust the expertise of our teammates and pur

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