Director, Customer Success

This is a fully remote position, open to applicants in New York, +2 more states.

📋 Description

• Build and maintain senior-level relationships within major health systems, acting as the main point of accountability for the health and performance of accounts.

• Collaborate with CS Operations and Growth teams to facilitate account growth and ensure contract renewals.

• Craft strategic narratives that effectively convey Pearl's value, keeping executive stakeholders informed and engaged.

• Leverage your expertise in VBC to collaborate efficiently with internal teams and take responsibility for the Customer’s performance.

• Nurture strong connections with assigned Enterprise customers, promoting platform adoption and providing performance coaching to enhance VBC program outcomes.

• Utilize data-driven insights to pinpoint cost drivers and collaborate with partners to formulate optimal strategies for referrals, care management, and admission avoidance.

• Manage the education and integration of Pearl's technology tools into customer workflows, ensuring a smooth transformation of practices.

• Anticipate and address issues proactively, creating an outstanding experience for providers.

• Work alongside cross-functional teams such as Product, Performance Intelligence, Data Science, and ACO Operations to enhance provider performance and develop/implement remediation plans.

• Collaborate across the organization to ensure the successful execution of critical projects for assigned customers.

⛳️ Requirements

• Over 8 years of experience in Customer Success, enterprise relationship management, network contracting, or a similar provider-facing role.

• Proficiency 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.

• Proven ability to establish and sustain senior-level relationships within large health systems or physician networks.

• Experience in preparing and delivering presentations to clinical and executive leadership.

• A successful history of meeting renewal and expansion targets at scale.

• Ability to thrive as a self-starter, managing multiple concurrent projects and initiatives in a start-up environment.

• Willingness to travel up to 25% for in-person customer interactions.

🏝️ Benefits

• Competitive benefits package. Details at pearlhealth.com/careers