Own a portfolio of about 115 accounts, facilitating a smooth onboarding process, driving product adoption, and serving as their main point of contact.
Lead customer engagements, including quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value.
Develop scaled engagement methods that engage end users through campaigns, newsletters, and proactive touchpoint.
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.

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 (nice-to-have).
Direct experience working with and supporting primary care providers (nice-to-have).
Proficiency in using CRM analytics (especially HubSpot) and internal dashboards to measure outcomes and allocate resources (nice-to-have).

Manager, Customer Success

Key skills