Job Overview
Location
Remote - US
Job Type
Full-time
Category
Customer Success
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Lead and manage a dedicated Client Success pod, overseeing a team of Customer Success Managers (CSMs) and driving performance across a defined portfolio of healthcare provider accounts.
- • Serve as the primary escalation point for complex client issues, ensuring timely and effective resolution while maintaining high client satisfaction and trust.
- • Own client retention, expansion, and overall health metrics for your portfolio, proactively identifying at-risk accounts and implementing strategies to improve outcomes.
- • Conduct strategic account planning and quarterly business reviews (QBRs) with enterprise and health system clients, aligning client goals with Pivotal Health’s platform capabilities.
- • Collaborate closely with Sales teams to identify and advance expansion opportunities within existing accounts, translating client needs into actionable growth pathways.
- • Synthesize feedback, pain points, and usage patterns from your client portfolio into clear, data-driven insights for Product, Operations, and Sales teams to inform improvements and prioritization.
- • Develop and institutionalize scalable playbooks, glossaries, and operational frameworks to standardize account management practices and reduce reinvention across the Client Success team.
- • Define and enforce standards for “what good looks like” in client communication, follow-through, reporting, and account ownership across your pod.
- • Maintain accurate account coverage and prioritization based on account size, complexity, and growth potential, ensuring optimal resource allocation within your book of business.
- • Coach and develop CSMs on effective account ownership, communication techniques, and execution discipline, fostering independence and confidence in the team.
- • Utilize CRM systems, account-level analytics, and reporting tools to track key performance indicators, forecast outcomes, and provide visibility into portfolio health.
- • Operate as a hands-on player/coach—actively managing key client relationships, participating in critical client calls, and supporting complex negotiations while leading the team.
- • Partner cross-functionally with Product, Operations, and Sales to ensure customer voices directly influence product development, process improvements, and go-to-market strategy.
- • Maintain strong operational discipline in workflow management, forecasting accuracy, and data hygiene within CRM and other internal systems.
- • Adapt quickly in a fast-paced, evolving environment where priorities shift and ownership of outcomes is expected without centralized direction.
- • Contribute to scaling the Client Success function as Pivotal Health expands into new segments, including large health systems and strategic partnerships.
🎯 Requirements
- • 5–10+ years of experience in Client Success, Account Management, or a related function
- • 2+ years of people management experience
- • Experience managing complex or strategic accounts, ideally within healthcare (RCM, payer/provider, or health systems strongly preferred)
- • Strong understanding of retention, expansion, and managing a book of business
- • Proven ability to operate in a player/coach capacity and stay close to the work
- • Experience acting as an escalation point for clients and internal stakeholders
🏖️ Benefits
- • Competitive compensation, including equity
- • Full health, dental, and vision coverage
- • Retirement savings plan through 401(k)
- • Flexible time off
- • Opportunities for company-wide connection and events
Skills & Technologies
About Pivotal Health Inc.
Pivotal Health is a health technology company focused on improving the healthcare experience for patients and providers. They offer a platform designed to streamline administrative tasks, enhance patient engagement, and provide data-driven insights for healthcare organizations. Their solutions aim to reduce costs, improve efficiency, and ultimately lead to better health outcomes. Pivotal Health operates within the digital health and health IT sectors, leveraging technology to address challenges in healthcare delivery and management. The company is committed to innovation and creating a more connected and accessible healthcare ecosystem.
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