Director, Customer Success

Pearl Health is powering the future of healthcare. We help primary care providers and organizations to deliver quality healthcare to the patients who need it most, when they need it most — and get rewarded for keeping patients healthy.

Our technology, services, and financial tools enable better, more proactive care, decrease total cost of care across patient panels, and optimize performance in value-based care models for Traditional Medicare and Medicare Advantage.

We are a team of physicians and public health experts (Stanford, Harvard, Mount Sinai), technologists (athenahealth, Amazon, Meta, Flatiron), healthcare innovators (Centivo, Aledade, Stellar, Arcadia), and experienced risk management professionals (CVS/Aetna, Humana, Oscar) who believe that primary care providers are the key to addressing our healthcare system’s biggest challenges.

Since its founding in 2020, Pearl has expanded to partner with thousands of primary care providers in practices and organizations across 44 states. Our investors include Andreessen Horowitz, Viking Global Investors, AlleyCorp, and SV Angel.

We are seeking a stellar, West Coast-based Customer Success Director, experienced in engaging with physician practices and eager to help our current customer base succeed in the ACO REACH model, MSSP, and beyond. The Customer Success Director may serve as both a people manager to several Relationship Managers, as well as an individual contributor responsible for owning the success of several accounts, which includes:  program onboarding and Pearl Product implementation, transformation to a value based environment, and programmatic success by investigating and creating alignment with provider internal operations and program objectives. 

You will own the development of relationships and performance of Pearl’s West Coast and Central region Primary Care provider customers, enabling Value-Based Care (VBC) program fluency, propelling client satisfaction activities that define our service model, driving performance in Value-Based Care, and securing contractual renewal as applicable.  The Customer Success Director will be accountable for developing strategies to enable Pearl to drive superior VBC performance across all small-to-midsize customers, while maintaining Pearl’s best-in-class Net Promoter and CSAT scores.

Your commitment to delivering better outcomes for patients, and rewards for Pearl’s provider customers will be contagious in the regions that you serve. Deep experience leading teams in a Customer Success organization in a healthcare technology setting or related field would make you an ideal candidate.

While this will be a remote position, in-person engagement with customers will be critical and some travel is required (up to 25%).

• Act as people manager for small-to-midsize provider relationship managers

• Propel 1:1 and team-wide enablement, coaching, and critical feedback

• Up-level Pearl’s approach to enabling small-to-midsize providers at scale 

• Act as escalation point to resolve any small-to-midsize provider challenges, drive significant partnership opportunities, and establish resourcing plan to address significant performance objectives in tandem with our Customer Performance Optimization team

• Directly manage several Enterprise customers via driving adoption of Pearl’s platform, nurturing key relationships, and performance coaching to drive optimal performance in VBC programs

• Work with Customer Practice Transformation team  to optimize provider performance, and to develop remediation plans across assigned clients as necessary, deploying those plans in a high-touch or low-touch manner where appropriate

• Develop strategic narratives in tandem with our Customer Marketing team that establish Pearl’s value and effectively communicate business updates to our customers at scale

• Partner with CS Operations and Growth teams to drive account expansion and obtain contract renewals

• Demonstrate aptitude for relationship building, proactive issue resolution, and creating an exceptional experience for our providers

• Oversee education and deployment of technology tools supporting practice transformation, and integration of technology tools into customer workflows across assigned relationships

• Use data to identify cost drivers and work with Pearl partners and Preferred Providers to develop optimal referral, care management, and admission avoidance strategies, contributing to customer performance

• Work across the organization to ensure successful implementation of critical projects on behalf of your assigned customer-base

• Execute flawlessly on bespoke onboarding and performance management strategy unique to small to midsize provider customers

• Bachelor’s degree or equivalent work experience

• 5-7 years of experience in Customer Success, Enterprise-level relationship management, network contracting and development, or other relevant provider-facing field; experience at an ACO, or tech enablement company is a plus

• Experience in interpreting and utilizing CRM analytics, outcomes measurements, and designing internal dashboarding to drive change and resource allocation (HubSpot experience is a plus)

• Demonstrated experience achieving re-sell and up-sell requirements at scale 

• Experience preparing and presenting information to clinical and executive level leadership

• Willingness to travel for face-to-face meetings

• Experience working with providers is preferred

• Track record scaling a team, function, or service capability required

• A passion for improving and optimizing relationships

• Excited about helping physicians and impacting Medicare patient outcomes

• Demonstrated success and depth of knowledge within the provider space, including an understanding of relevant technology vendors and provider priorities

We are an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people's lives. Our definition of diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. We believe all of our colleague’s points of view are integral to our success, and that inclusion is everyone's responsibility and a cause of beautiful things. 

We welcome candidates from all backgrounds and are committed to a fair hiring process free from discrimination and focused around problem solving, improvement, and mutual empowerment. 

We are a remote-first company, with a concentration of team members at our NYC headquarters and in the Boston area.

The salary range Pearl Health expects to pay for this position is between $140,000-$175,000 per year.  Full time employees are also eligible for annual discretionary bonus. Where a given candidate falls within that range will depend on a variety of factors, including, but not limited to, the candidate’s relevant skills, experience and location, labor market conditions and participation, if any, in other compensation arrangements.  Pearl Health provides its employees a competitive benefit package - for more information please review our benefits page. 

We are not currently working with contingency search firms. If a resume is submitted to any Pearl Health employee by a third party without a valid written and signed search agreement, it will become the property of Pearl Health and no fee will be paid, irrespective of whether the candidate is hired. 

#LI-Remote