Director, Customer Success

Who we are...

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.

Who you are...

We are seeking a stellar, Southeast-based Customer Success Director, experienced in engaging with physician practices and large health systems who would be eager to help our current customer base succeed in the ACO REACH model, MSSP, and beyond. In this role, you will be responsible for building relationships and driving the performance of Pearl’s Primary Care Provider clients in the Southeast region. This includes enabling fluency in value-based care (VBC) programs, leading client satisfaction activities that define our service model, driving high performance in VBC programs, and securing contract renewals as needed. You will be accountable for developing strategies that 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.

The Customer Success Director will initially serve as an individual contributor, managing a small number of high profile customers in the Southeast before eventually managing all enterprise clients across the region. It’s our hope that eventually this person will own the people management responsibilities for Customer Success Managers who manage all other clients in this region.

If you are excited about delivering better outcomes for patients, have deep experience supporting hospital systems in a Customer Success-like function, and are used to working in value-based care arrangements within a technology setting, or have experience you deem to be similar, we’d be excited for you to apply.

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

To be successful in this role you will:

• Cultivate and manage senior-level relationships within large health systems.

• Foster strong relationships with assigned Enterprise customers, driving platform adoption and providing performance coaching to optimize VBC program outcomes.

• Build and maintain strong relationships with small to midsize providers, acting as an escalation point to resolve challenges and drive partnership opportunities.

• Collaborate with the Customer Practice Transformation and Customer Performance Optimization teams to optimize provider performance and develop/implement remediation plans.

• Use data-driven insights to identify cost drivers and work with partners to develop optimal referral, care management, and admission avoidance strategies.

• Provide 1:1 and team-wide enablement, coaching, and constructive feedback.

• Develop strategic narratives in partnership with Customer Marketing to communicate Pearl's value and business updates effectively.

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

• Oversee education and deployment of technology tools that support practice transformation.

• Ensure seamless integration of technology tools into customer workflows.

• Work across the organization to guarantee successful implementation of critical projects for assigned customers.

• Proactively resolve issues and create an exceptional experience for providers.

• Execute flawlessly on tailored onboarding and performance management strategies for small to midsize provider customers.

• Enhance Pearl's approach to enabling small to midsize providers at scale.

Who you are…

• 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 r