Customer Success Manager

Employment Type: Full-Time Location Type: Remote Salary: [Salary information not provided]

Position Overview

Pearl Health is seeking a stellar Customer Success Manager experienced in engaging with physician practices. This role is crucial for helping our current customer base succeed in value-based care models like the ACO REACH model and MSSP, and beyond. As an individual contributor, you will be responsible for owning the success of several accounts. This includes program onboarding, Pearl Product implementation, transformation to a value-based environment, and overall programmatic success by aligning customer operations with program objectives.

You will own the development of relationships and performance of Primary Care provider customers, enabling Value-Based Care (VBC) program fluency, driving client satisfaction activities that define our service model, propelling performance in a VBC model, and securing contractual renewal. Your commitment to delivering better patient outcomes and rewards for Pearl’s provider customers will be contagious in the regions you serve.

Requirements

• Bachelor’s degree or equivalent work experience.
• 3-5 years of experience in Customer Success or Enterprise-level relationship management.
• Experience in a healthcare technology setting or related field is ideal.
• Aptitude for relationship building, proactive issue resolution, and creating exceptional experiences for providers.
• Ability to use data to identify cost drivers and develop optimal strategies.
• While this is a remote position, up to 25% travel is required for in-person customer engagement.

Responsibilities

• Directly manage larger customers, including facilitating smooth onboarding, driving product and workflow adoption, and serving as the main point of contact for all ACO-related needs.
• Up-level Pearl’s approach to enabling customers.
• Facilitate working sessions, quarterly business reviews, and other customer meetings as needed.
• Collaborate with Practice Transformation, Data Science, and ACO Operations teams to optimize provider performance.
• Develop strategic narratives with the Customer Marketing team to establish Pearl’s value and communicate business updates to customers at scale.
• Partner with CS Operations and Growth teams to drive account expansion and secure contract renewals.
• Oversee education and deployment of technology tools supporting practice transformation and integration into customer workflows.
• Work across the organization to ensure successful implementation of critical projects for assigned customers.

About Pearl Health

Pearl Health is powering the future of healthcare by helping primary care providers and organizations deliver quality healthcare and get rewarded for keeping patients healthy. Our technology, services, and financial tools enable better, more proactive care, decrease the total cost of care, and optimize performance in value-based care models for Traditional Medicare and Medicare Advantage.

We are a team of physicians, public health experts, technologists, healthcare innovators, and risk management professionals who believe primary care providers are key to addressing healthcare system challenges. Since our founding in 2020, Pearl has expanded to partner with thousands of primary care providers in practices across 44 states. Our investors include Andreessen Horowitz, Viking Global Investors, AlleyCorp, and SV Angel.

Application Instructions

[Application instructions not provided]