Vice President, Customer Success

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 …