Director, Customer Success

Customer Success Director

Pearl Health is dedicated to empowering primary care providers, health systems, and physician-led networks to succeed in the shift to value-based care. Our platform delivers the technology, financial tools, and expert services that enable practices to provide more proactive, effective care to their Medicare patients, ultimately lowering costs and improving health outcomes.

Founded in 2020, we are backed by premier investors including Andreessen Horowitz, Viking Global Investors, and Alley Corp. We partner with thousands of providers across 44 states to build a more sustainable future for American healthcare.

We are seeking a stellar, east coast-based Customer Success Director, experienced in engaging with physician practices and large health systems. You will serve as the senior relationship owner for a small portfolio (2–5) of Pearl's largest enterprise accounts in the Southeast, helping them succeed in ACO REACH, MSSP, and future LEAD model programs. You'll combine deep VBC expertise with executive-level relationship management to drive program performance, platform adoption, and contract renewals — while maintaining Pearl's best-in-class NPS and CSAT scores.

Over time, you'll take on people management responsibilities for 1–2 CSMs in the region.

If you are excited about delivering better outcomes for patients, have deep experience supporting senior relationships within 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.

• Cultivate and manage senior-level relationships within large health systems, serving as the primary point of accountability for account health and performance.
• Partner with CS Operations and Growth teams to drive account expansion and secure contract renewals.
• Develop strategic narratives that communicate Pearl's value and keep executive stakeholders informed and engaged.

• Utilize your VBC expertise to partner effectively with internal teams as well as have accountability for the Customer's performance
• Foster strong relationships with assigned Enterprise customers, driving platform adoption and providing performance coaching to optimize VBC program outcomes.
• Use data-driven insights to identify cost drivers and work with partners to develop optimal referral, care management, and admission avoidance strategies.
• Oversee the education and integration of Pearl's technology tools into customer workflows, ensuring seamless practice transformation.
• Proactively resolve issues and create an exceptional experience for providers.

• Collaborate with cross-functional teams such as Product, Performance Intelligence, Data Science, and ACO Operations to optimize provider performance and develop/implement remediation plans.
• Work across the organization to guarantee successful implementation of critical projects for assigned customers.

You're an experienced enterprise relationship manager who thrives in complex, high-stakes environments. You bring deep familiarity with the provider landscape and value-based care programs, and you know how to earn trust with both clinical and executive audiences. You are comfortable being both a strategic advisor and a hands-on operator in an ambiguous, fast-changing startup environment where you will step out of a single functional lane to coordinate across Product, Operations, Data Science, and Growth.

Rather than managing a high volume of transactional accounts, you excel at going deep on a small number of complex, high-stakes enterprise relationships.

• 8+ years of experience in Customer Success, enterprise relationship management, network contracting, or a comparable provider-facing role.
• Expertise 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.
• Demonstrated ability to build…