Associate, Customer Success

The Opportunity

As a Customer Success Associate at Pearl Health, you’ll be the organizational backbone of our Customer Success team, ensuring that primary care providers have a seamless and supportive experience as they transition to value-based care. Your care for detail and project management will directly empower our partners to deliver more proactive, effective care, making a tangible impact on patient outcomes across the country.

Who We Are

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 a team of healthcare and technology innovators backed by premier investors like Andreessen Horowitz, Viking Global Investors, and AlleyCorp. We partner with thousands of providers across 44 states to build a more sustainable future for American healthcare.

What You'll Do

You will provide critical support that enables our provider partners to succeed with Pearl's platform and programs. You will be a central hub of coordination and execution, working closely with Customer Success Managers to ensure our customers feel supported at every stage of their journey.

• Coordinate the end-to-end onboarding process for new provider groups to ensure a smooth and successful implementation.

• Support Customer Success Managers in managing the day-to-day needs of our enterprise accounts, including product adoption, performance reporting, and workflow design.

• Manage key projects and workstreams, applying your project management skills to keep cross-functional stakeholders aligned and deadlines met.

• Develop and prepare materials for customer touchpoints, including agendas for working sessions, training calls, and business reviews.

• Serve as a key liaison between customers and internal teams—including Practice Transformation, Data Science, and ACO Operations—to coordinate deliverables.

• Analyze customer performance data to help develop reports and summaries for both internal and external stakeholders.

• Act as the voice of the customer by documenting their feedback and escalating potential issues or risks to senior team members.

What You’ll Bring

You are a highly organized and motivated professional, eager to apply your skills to a mission-driven company and learn from a collaborative team. Your experience in customer-facing and project coordination roles has prepared you to provide exceptional support in a dynamic environment.

Must-haves:

• 1-3 years of experience in customer success, customer experience, project coordination, or a similar role.

• Strong organizational and project management abilities, with a proven capacity to manage multiple competing priorities.

• A genuine passion for improving healthcare outcomes and supporting care providers.

• Excellent written and verbal communication skills, with the ability to collaborate effectively with both clinical and non-clinical partners.

• The ability to travel up to 15% for occasional team or customer meetings.

• A Bachelor’s degree or equivalent professional experience.

Nice-to-haves:

• Prior experience working in healthcare or for a healthcare technology company.

• Proficiency analyzing data and using tools like Excel/Google Sheets for reporting.

• Experience working with CRM software, especially HubSpot.

This role might not be for you if:

• You are seeking a senior, strategic role where you would independently own a large book of business from day one.

• You prefer a highly structured and predictable work environment over a dynamic one where priorities can shift.

• You prefer focusing on high-level strategy over the day-to-day details of project execution and customer support.

Our Values

🤝 Collaborate to Innovate: We believe the best solutions arise from intelligent teamwork. We trust the expertise of our teammates and pursue opportunities to learn and grow from each other. By embracing diverse perspectives and encouraging authenticity, we create and evangelize groundbreaking health solutions.

🗣️ Trust Through Transparency: We prioritize transparency in all our interactions, ensuring that employees, patients, clinicians and partners have access to the information they need to make informed decisions. Integrity is at the core of how we operate, from building products to fostering relationships, and is crucial to our ability to communicate openly and gain trust.

❤️ Serious Impact, Big Heart: We go above and beyond with our efforts to empower proactive, patient-centered care — and we celebrate every step forward. Humor and positivity fuel our creativity, strengthen relationships, and remind us to acknowledge the journey as much as the destination.

We are an Equal Opportunity Employer on a mission to improve lives. Our strength comes from the diverse backgrounds, experiences, and perspectives of our team. We welcome all candidates and are committed to a fair, inclusive hiring process free from discrimination.

What We Offer

The expected offer for this role includes the following components:

• Base Salary Range: $50,000 - $60,000 per year.

• Additional Compensation: This role is eligible for a discretionary performance bonus and equity options.

• Benefits: We offer a competitive benefits package. You can learn more on our benefits page.

Final compensation for this role will be determined by a variety of factors, including a candidate's relevant skills, experience, labor market conditions, and location.

Agency Submissions

We are not currently working with contingency search firms. If a resume is submitted to any Pearl Health employee by a third party without a valid written and signed search agreement, it will become the property of Pearl Health and no fee will be paid, irrespective of whether the candidate is hired.

The Interview Process

While steps may vary by role, you can typically expect:

1. Recruiter Screen: An intro call to discuss your background and motivations.

2. Hiring Manager Interview: A deeper-dive conversation with your potential manager.

3. Case Presentation: A practical exercise inviting you to solve a real-world problem or relevant challenge.

4. Executive Interview: A final conversation with one of our leaders.

Location

We're ideally looking for someone based on the West Coast, but will also consider talented folks in the Greater NYC & Boston areas.