Manager, Customer Success

As a Customer Success Manager, you’ll be the trusted guide for primary care providers navigating the critical shift to value-based care. You are the key to unlocking our customers' success, ensuring they have the relationships, tools, and strategies needed to deliver better patient outcomes. Your passion for building relationships and driving performance will directly empower physicians, create a more sustainable healthcare future, and be central to our mission.

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 a team of healthcare and technology innovators backed by premier investors like 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 a dedicated portfolio of primary care provider accounts, serving as their strategic partner 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.

• Own the end-to-end customer journey for key provider accounts, facilitating a smooth onboarding process, driving product adoption, and serving as their main point of contact.

• Lead strategic customer engagements, including quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value.

• Drive the successful integration of our technology tools into customer workflows through effective education and practice transformation support.

• 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.

• Partner with our CS Operations and Growth teams to secure contract renewals and drive account expansion.

• Develop compelling, data-backed narratives with the Customer Marketing team to effectively communicate business updates and establish Pearl’s value.

You are a natural relationship-builder and strategic thinker, skilled at helping customers navigate complexity and achieve their goals. Your experience has prepared you to guide healthcare providers through a significant operational transformation with empathy and data-driven expertise.

Must-haves:

• A Bachelor’s degree or equivalent professional experience.

• 3-5 years of experience in a provider-facing role such as Customer Success or Enterprise Relationship Management.

• 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.

Nice-to-haves:

• Experience working at an Accountable Care Organization (ACO) or a healthcare technology enablement company.

• 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.

• Experience successfully leveraging AI technologies to drive a process more efficiently.

This role might not be for you if:

• You prefer to operate as a solo contributor and might not have a demonstrated history leveraging cross-functional relationships.

• You prefer highly structured or predictable environments with established, unchanging processes.

• You are unable to meet the travel expectations for the role.

🤝 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, from building products to fostering relationships, and is crucial to our ability to communicate openly and gain trust.

❤️ Serious Impact, Big Heart: We go above and beyond with our efforts to empower proactive, patient-centered care — and we celebrate every step forward. Humor and positivity fuel our creativity, strengthen relationships, and remind us to acknowledge the journey as much as the destination.

We are an Equal Opportunity Employer on a mission to improve lives. Our strength comes from the diverse backgrounds, experiences, and perspectives of our team. We welcome all candidates and are committed to a fair, inclusive hiring process free from discrimination.

The expected offer for this role includes the following components:

• Base Salary Range: $85,000 - $110,000 per year.

• Additional Compensation: This role is eligible for a discretionary performance bonus and equity options.

• Benefits: We offer a competitive benefits package. More on our careers page.

Final compensation for this role will be determined by a variety of factors, including a candidate's relevant skills, experience, labor market conditions, and location.

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.

While steps may vary by role, you can typically expect:

1. Initial Screen: An intro call to discuss your background and motivations.

2. Panel Interview: A round of interviews with teammates and cross-functional partners.

3. Case Presentation: A scenario inviting you to walk our team through a real-world problem or relevant challenge.

4. Executive Interview: Final conversation(s) with 1-2 of our leaders.