Customer Success Manager

Pearl Health is dedicated to empowering primary care providers and health systems in the shift to value-based care. The Customer Success Manager will own the post-sale success of medium and enterprise accounts, ensuring customer satisfaction and facilitating high-level process transformation through strategic consulting and account management.

Responsibilities:

• Manage a portfolio of 10 medium and large accounts by designing strategic implementation frameworks and advising leadership on best practices for product integration. You will serve as the primary strategic consultant, exercising independent judgment to tailor Pearl’s solution to each client’s unique business operations and long-term organizational goals
• 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
• 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
• 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
• This is a remote role but must be based in the Pacific Time Zone (PST / Pacific Standard Time) to support our West Coast client portfolio
• 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