United States onlyWho 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 Customer Success Manager, experienced in engaging with physician practices and eager to help our current customer base succeed in the ACO REACH model, MSSP, and beyond. The Customer Success Manager will serve as an individual contributor responsible for owning the success of several accounts, which includes: program onboarding and Pearl Product implementation, transformation to a value based environment, and programmatic success by investigating and creating alignment with customer operations and program objectives.
You will own the development of relationships and performance of Primary Care provider customers, enabling VBC program fluency, propelling client satisfaction activities that define our service model, driving performance in a VBC model, and securing contractual renewal as applicable.
Your commitment to delivering better outcomes for patients, and rewards for Pearl’s provider customers will be contagious in the regions that you serve. Experience in Customer Success, especially in a healthcare technology setting or related field, would make you an ideal candidate.
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:
Directly manage larger customers. This includes facilitating a smooth onboarding experience, driving product and workflow adoption, and serving as the main point of contact for all ACO related needs.
Up-level Pearl’s approach to enabling customers
Facilitate working sessions, quarterly business reviews, and other customer meetings on an as-needed basis
Work with our Practice Transformation, Data Science, and ACO Operations teams to optimize provider performance.
Develop strategic narratives in tandem with our Customer Marketing team that establish Pearl’s value and effectively communicate business updates to our customers at scale
Partner with CS Operations and Growth teams to drive account expansion and obtain contract renewals.
Demonstrate aptitude for relationship building, proactive issue resolution, and creating an exceptional experience for our providers.
Oversee education and deployment of technology tools supporting practice transformation, and integration of technology tools into customer workflows across assigned relationships.
Use data to identify cost drivers and work with Pearl partners and Preferred Providers to develop optimal referral, care management, and admission avoidance strategies, contributing to customer performance.
Work across the organization to ensure successful implementation of critical projects on behalf of your assigned customer-base.
Who you are…
Bachelor’s degree or equivalent work experience
3-5 years of experience in Customer Success, Enterprise-level relationship management, network contracting and development, or other relevant provider-facing field. Experience at an ACO, or tech enablement company is a plus.
Experience in interpreting and utilizing CRM analytics, outcomes measurements, and designing internal dashboarding to drive change and resource allocation. (HubSpot experience is a plus).
Demonstrated experience achieving re-sell and up-sell requirements at scale
Experience preparing and presenting information to clinical and executive level leadership
Willingness to travel for face-to-face meetings
Experience working with providers is preferred
A passion for improving and optimizing relationships
Excited about helping physicians and impacting Medicare patient outcomes
Demonstrated success and depth of knowledge within the provider space, including an understanding of relevant technology vendors and provider priorities.
Our Values
We are an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people's lives. Our definition of diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. We believe all of our colleague’s points of view are integral to our success, and that inclusion is everyone's responsibility and a cause of beautiful things.
We welcome candidates from all backgrounds and are committed to a fair hiring process free from discrimination and focused around problem solving, improvement, and mutual empowerment.
Remote Work
We are a remote-first company, with a concentration of team members at our NYC headquarters and in the Boston area.
Compensation and Benefits
The salary range Pearl Health expects to pay for this position is between $85,000 - $110,000 per year. Full time employees are also eligible for annual discretionary bonus. Where a given candidate falls within that range will depend on a variety of factors, including, but not limited to, the candidate’s relevant skills, experience and location, labor market conditions and participation, if any, in other compensation arrangements. Pearl Health provides its employees a competitive benefit package - for more information please review our benefits page.
Agency Submissions
We are not currently working with contingency search firms. If a resume is submitted to any Pearl Health employee by a third party without a valid written and signed search agreement, it will become the property of Pearl Health and no fee will be paid, irrespective of whether the candidate is hired.
