[Remote] Director, Customer Success

Note: The job is a remote job and is open to candidates in USA. Pearl Health is dedicated to empowering primary care providers and health systems in the shift to value-based care. The Customer Success Director will manage senior relationships with enterprise accounts, drive platform adoption, and ensure contract renewals while maintaining high customer satisfaction scores.

Responsibilities

• 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

Skills

• 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
• Experience with CRM analytics (HubSpot preferred) and internal dashboarding to drive resource allocation and measure outcomes
• Prior people management experience, or a strong desire to grow into it

Benefits

• Eligible for a discretionary performance bonus and equity options
• Competitive benefits package. Details at http://pearlhealth.com/careers

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