Manager, Customer Success

Pearl Health•New York, NY

1d•$85,000 - $115,000

About The Position

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 in our digital first segment, serving as a 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. Given the size of the portfolio, we are looking with candidates with experience in low touch models and bring a focus on scalable growth and automation of processes. 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.

Requirements

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.

Responsibilities

Own a portfolio of about 115 accounts, facilitating a smooth onboarding process, driving product adoption, and serving as their main point of contact.
Lead customer engagements, including quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value.
Develop scaled engagement methods that engage end users through campaigns, newsletters, and proactive touchpoint
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.