Senior Team Lead, Client Success

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🕒 May 15

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Pivotal Health

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

💰 Pre seed on 2024-01

Healthcare Insurance • SaaS • B2B

Pivotal Health is a healthcare technology company that provides the industry’s only full-service Independent Dispute Resolution (IDR) platform, combining software, data, and white-glove services to help providers secure fair reimbursement from payers. Their scalable, integrated SaaS platform automates IDR workflows, connects with major revenue cycle management systems, and manages eligibility, submissions, and appeals on behalf of provider organizations. Pivotal Health serves hospitals and specialty practices with a results-driven, outcome-aligned business model (paid after client success) and emphasizes transparency, high client retention, and measurable revenue recovery.

📋 Description

• 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.

🎯 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.

🏖️ 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