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Vice President, Customer Success

Pearl Health

Pearl Health

Customer Service, Sales & Business Development
New York, NY, USA · Boston, MA, USA · Remote
Posted on Tuesday, May 14, 2024

Who we are. . .

Pearl Health is restoring the independence and joy of practicing medicine for doctors in the United States. Our healthcare system has burdened our doctors with too much process, while removing them from what they do best: caring for those we love most. We are a team of physicians and public health experts (Stanford, Dartmouth, Harvard, Mass. General), technologists (athenahealth, Apple, Amazon, Meta, Flatiron), healthcare innovators (Oscar, Aledade, Stellar, Arcadia) and experienced risk management professionals (CVS/Aetna, Humana, Cigna, United, Bridgewater) who believe that primary care providers (PCPs) are the key to the United States’ future health. Pearl recently announced a strategic partnership to proliferate value-based care with Walgreens, one of the largest healthcare companies in the country. Our investors include Andreessen Horowitz, Viking Global Investors, AlleyCorp, and SV Angel.

Pearl Health helps PCPs who are overwhelmed by the demands of an aging population and the unpredictable business model inherent to Medicare. Over time, this solution will empower PCPs to provide better care to the country. We believe there is a need to bring humanism back to healthcare by giving physicians the ability to better allocate their time with patients, increasing their autonomy, creating incentives that are aligned with achieving better outcomes through clinical decision-making powered by actionable intelligence, and making risk more available and more readily optimized through an intelligent marketplace.

The role. . .

We are seeking a seasoned, hands-on, and results-driven leader that is eager to shepherd a highly effective team of existing Relationship Managers to success. As the Vice President (VP) of Customer Success (CS) you will be responsible for driving strategy to skillfully engage with physician practices and health systems in a value-based care context, with a primary focus on customer performance, satisfaction and retention.

You will own the quality assurance strategy for development of relationships and performance of Pearl’s Primary Care provider and Enterprise customers, and serve as the primary point of escalation for the Customer Success team. Success involves overseeing enablement of program and product fluency, defining and implementing client delight and satisfaction activities that define our service model at scale, driving performance in value-based care, and securing contractual renewal as applicable. The VP of CS is accountable for driving superior program and product performance across all assigned customers, while maintaining a best-in-class Net Promoter Score.

You will inherit a dedicated team of approximately five professionals across Customer Success, and continue to scale the organization as our provider base grows. Reporting directly to the Chief Product Officer, you will play a crucial role in our company's prosperity in helping to define and drive the strategy of the Customer Success organization. This will be accomplished through partnerships with the Product, Data Science, Performance Operations, and Clinical Operations teams to develop strategies based on performance analysis of customers, and implement appropriate performance improvement initiatives. You will also work closely with our Customer Operations team, to scale and automate customer-related processes.

While this will be a remote position, in-person engagement with customers will be critical and some travel is required (up to 25%).

What a Vice President, Customer Success means to us...

  • Reporting to our Chief Product Officer, you act as strategic leader to managers of both small-midsize provider relationships as well as large Enterprise partnerships in up-leveling approaches to enablement at scale.
  • Consistent refinement of comprehensive customer success processes and strategy aligned with company objectives
  • Own escalations to resolve any provider or partnership challenges, drive significant partnership opportunities, and establish a resourcing plan to address significant performance objectives
  • Own network performance and development of remediation plans for provider performance across all clients, deploying those plans in a high-touch or low-touch manner where appropriate
  • Demonstrate aptitude for relationship building, proactive issue resolution, and creating an exceptional experience for our providers
  • In partnership with Customer Operations, 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
  • Partner with Customer Operations, Finance, Growth, Product, Data Science and Actuarial teams to drive drive annual retention target, including renewal contract execution, escalation strategy, and negotiation enablement
  • Lead and develop your team members to achieve their professional goals

Who you are...

  • Bachelor’s degree or equivalent work experience required
  • 10+ years of experience in a high-performing healthcare customer service environment required; big plus for experience in clinical transformation, improving clinical quality, network contracting and development, or other relevant provider-facing field
  • Experience at an ACO, or other healthcare tech enablement company is a plus
  • Track record of scaling a team, function and service capability is required, maintaining customer service and performance standards while also increasing resource efficiency
  • Experience leveraging outcome measurements, and internal dashboarding to develop strategy and drive efficiency
  • Experience preparing and presenting information to clinical and executive level leadership
  • Willingness to travel for face-to-face meetings

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 $190,000-$225,000 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.