Manager, Customer Success
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Job Description
Customer Success Manager guiding primary care providers through the transition to value-based care. Owning customer relationships and driving product adoption in healthcare technology.
Responsibilities:
- Own the end-to-end customer journey for key provider accounts, facilitating a smooth onboarding process, driving product adoption, and serving as their main point of contact.
- Lead strategic customer engagements, including quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value.
- 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.
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.
- 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 leveraging AI technologies to drive processes more efficiently.
Benefits:
- Competitive benefits package. More on our careers page.
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