Principal Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and expand a focused portfolio of Pivotal’s largest and most significant health system accounts, concentrating on retention, growth, and the success of long-term partnerships.

• Act as a trusted strategic advisor for revenue cycle leaders and executive stakeholders.

• Communicate value and ROI effectively while establishing relationships that support multi-year partnerships.

• Assist clients in navigating the No Surprises Act / IDR dispute process.

• Simplify complex billing, claims, and reimbursement workflows into clear, quantifiable outcomes.

• Establish standards for account management, communication, and follow-through.

• Develop playbooks, glossaries, and shared frameworks to ensure team consistency.

• Serve as the client's voice by synthesizing feedback, identifying patterns, and addressing friction points.

• Convert client insights into actionable recommendations for Product, Engineering, and Operations.

• Analyze account-level data to identify dips, spikes, and trends.

• Transform analytics into narratives, recommendations, and action plans.

• Lead strategic account planning and quarterly business reviews (QBRs).

• Collaborate with Sales to pinpoint and pursue expansion opportunities.

• Address the most intricate and sensitive client situations as a senior individual contributor.

⛳️ Requirements

• 5–10+ years of experience in a client-facing capacity such as Client Success, Account Management, or client-facing strategy/consulting.

• Experience in healthcare, health technology, or IDR is highly preferred.

• In-depth knowledge of healthcare revenue cycle management (RCM), including payer/provider or health systems.

• Ideally includes experience with the No Surprises Act / IDR, billing, claims, and reimbursement.

• Demonstrated success in managing complex, high-value strategic accounts, preferably across multiple hospitals or health systems.

• Outstanding communication skills and executive presence.

• Ability to influence and foster trusted relationships with C-level executives and revenue cycle leaders.

• Capable of translating complex insights into straightforward strategies.

• Proficient in working with data, reporting, and account-level analytics.

• Skilled at interpreting trends and crafting a compelling, data-driven narrative.

• AI-literate, with a knack for quickly creating systems, playbooks, and deliverables.

• Highly organized with strong operational discipline (CRM, workflows, forecasting).

• Comfortable navigating ambiguity and fast-paced environments.

• Experience in an early-stage or scaling company is a plus.

• Background in management consulting is a bonus.

• Experience in building or evolving a Client Success function is an added advantage.

• Background in operations, analytics, or strategy is considered a plus.

• This is an individual contributor role with no direct reports.

• Must be legally authorized to work in the United States without current or future employer sponsorship.

🏝️ Benefits

• Competitive compensation that includes equity.

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan via 401(k).

• Flexible time off policy.

• Opportunities for company-wide engagement and events.

• Remote and hybrid work flexibility varies by role and team.