Senior Team Lead, Client Success

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🕒 Maio 15

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Pivotal Health

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏥 Saúde

💼 Consultoria

📦 Logística

💰 Pre seed em 2024-01

Healthcare • Consulting • Logistics

A Pivotal Health é uma empresa de tecnologia em saúde que oferece a única plataforma de Resolução Independente de Conflitos (IDR) completa do setor, combinando software, dados e serviços premium para ajudar os provedores a obter um reembolso justo dos pagadores. Sua plataforma escalável e integrada SaaS automatiza os fluxos de trabalho de IDR, conecta-se com os principais sistemas de gerenciamento de ciclo de receita e gerencia elegibilidade, submissões e apelações em nome das organizações de provedores. A Pivotal Health atende hospitais e práticas especializadas com um modelo de negócios orientado por resultados e alinhado aos resultados (pagamento após o sucesso do cliente) e enfatiza a transparência, alta retenção de clientes e recuperação de receita mensurável.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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