Customer Success Manager

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. You will own the post-sale success and satisfaction of approximately 10 medium and enterprise sized accounts. You will serve as the lead on these accounts, supporting all aspects of customer health from implementation to renewal. Your work will ensure customers are fluent in value-based care programs, adept with our technology, and positioned for long-term performance. You will drive customer success by diagnosing operational inefficiencies within provider groups and facilitating high-level process transformation. This includes leading executive-level business reviews and interpreting complex performance data to influence client decision-making and policy development. You will deploy trainings, biweekly touchpoints with platform operators and program managers, and monthly to quarterly performance deep dives with senior stakeholders.

Responsibilities

• Account Management & Strategic Consulting
• 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.

Requirements

• 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.
• 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.
• Our Values
• 🤝 Collaborate to Innovate
• We believe the best solutions arise from intelligent teamwork. We trust the expertise of our teammates and pursue opportunities to learn and grow from each other. By embracing diverse perspectives and encouraging authenticity, we create and evangelize groundbreaking health solutions.
• 🗣️ Trust Through Transparency
• We prioritize transparency in all our interactions, ensuring that employees, patients, clinicians, and partners have access to the information they need to make informed decisions. Integrity is at the core of how we operate.
• ❤️ Serious Impact,

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