pivotal-health - Senior Team Lead, Client Success
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 • Strong executive presence; clear, concise, and confident in how you communicate • Comfortable working with data, reporting, and account-level analytics • Highly organized with strong operational discipline (CRM, workflows, forecasting) • Comfortable operating in a fast-moving environment where priorities shift and ownership is expected • Experience at an early-stage or scaling company • Experience building or evolving a Client Success function • Background in operations, analytics, or strategy
Responsibilities
• Own a Client Success pod: Lead a team of CSMs and drive performance across a defined portfolio of accounts; retention, expansion and overall client health. • Act as an escalation point: Step into complex client situations and ensure issues are resolved quickly and effectively. • Own the voice of the customer: Synthesize feedback, patterns, and friction points across your accounts and translate that into clear insights for Product, Operations, and Sales. • Manage and develop a team: Coach CSMs on account ownership, communication, and execution, helping the team operate with greater independence and confidence. • Build and scale how we operate: Develop playbooks, glossaries, and shared frameworks so the team isn’t reinventing the wheel — creating consistency across how we manage and grow accounts. • Drive account growth and engagement: Lead strategic account planning, QBRs, and ongoing engagement across your portfolio while partnering closely with Sales to identify and advance expansion opportunities. • Drive consistency: Define what “good” looks like across account management, communication, and follow-through — and ensure the team operates against it. • Own portfolio strategy: Ensure account coverage, prioritization, and focus align to account size, complexity, and growth opportunity. • Influence the business: Work closely with Sales, Product, and Operations to ensure customer needs are reflected in how we build and deliver.
Benefits
• $160K – $185K • Offers Equity • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • If helpful, feel free to share how to pronounce your name. • We’ll only use this to contact you about your application. • Your resume gives us context on your experience. Feel free to include links to LinkedIn, GitHub, or anything you’re proud of. • or drag and drop here • We ask this to understand time zone alignment, work authorization, and any role-specific location needs. Remote and hybrid expectations vary by role and are shared in the job description. • This helps us understand work authorization requirements. We do not use this information to evaluate qualifications for the role. • We ask this to understand your general expectations; it’s not a commitment or final offer. Compensation is based on role scope, experience, and location. • This helps us understand how candidates find us. • Event/Confernece • Feel free to share a portfolio, GitHub, or anything else that helps tell your story. • I primarily supported day-to-day account management and escalated major issues to leadership • I occasionally handled escalations but was not responsible for executive-level client communication or renewal strategy • I regularly owned escalations, led QBRs, and partnered cross-functionally to drive retention and expansion outcomes • I served as the senior escalation point for complex enterprise or healthcare customers, led strategic QBRs with executive stakeholders, and coached other CSMs through high-risk situations • No direct healthcare industry experience • Indirect healthcare exposure through adjacent SaaS or vendor partnerships • Experience supporting healthcare customers in SaaS, health tech, or operational workflows • Deep experience managing strategic accounts within healthcare IT, RCM, payer/provider, or health system environments • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Person with disability • Refugee or immigrant • None of the above
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