Head of Client Success, Physician Groups

The role

You will lead the Client Success team for physician groups, including pod leads and CSMs. You will own gross and net retention for the physician group book and build the team's infrastructure.

What you will do

• Build deep relationships with clients and foster trust
• Own and be accountable for gross and net retention for the physician group book, set targets and report on them weekly
• Build and run the at-risk motion with your team to drive client health
• Lead and develop pod leads and CSMs, run 1:1s and make performance decisions
• Serve as executive sponsor for strategic groups and engage their CEO, CFO, practice administrator or medical director
• Act as the client's advocate inside Pivotal Health and turn client feedback into prioritized asks for Product, Operations and Finance
• Roll out client health scoring, account tiering, playbooks, QBR standards and Salesforce hygiene across all pods
• Translate IDR and operational changes into clear client communication, delivered by CSMs first

Required qualifications

• 12+ years in client success, account management or revenue cycle
• 6+ years leading managers or a multi-pod CS team
• Experience owning a retention number for a B2B healthcare book, with evidence of how and why it moved
• Fluency in RCM and physician group economics, including net collection rate, days in AR and vendor ROI
• Credibility with physician group executives and ability to deliver hard news while keeping the relationship
• Ability to run a team on data, comfortable in Salesforce and BI tools
• Ability to set and hold people to a clear standard with care

Nice to have

• Direct experience with IDR, the No Surprises Act or out-of-network reimbursement
• Emergency Medicine or Anesthesiology group experience, on the vendor or provider side
• Built CS infrastructure such as health scoring, tiering or playbooks at a post-Series A startup
• Hands-on experience with Claude, Salesforce, Metabase, Asana or BigQuery in a CS context

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

Before you apply

• Candidates must be authorized to work in the United States without current or future employer sponsorship
• Employment is contingent upon successful completion of applicable background checks, where permitted by law

About the company

Pivotal Health is a technology platform that helps healthcare providers get paid fairly. It combines software, data and service to help providers dispute underpaid claims and recover reimbursement.