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.
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.
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.

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.

Director, Customer Success

Key skills