Director of Client Success – Partners

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🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $180k - $200k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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 senior relationship management across all channel partners, serving as the primary point of accountability for partner health, escalations, and strategic alignment • Build and operationalize the Partner Success function, including strategic QBRs reporting, communication cadences, and escalation processes • Act as the internal voice of the partner ecosystem, ensuring partner feedback informs product strategy, roadmap prioritization, and operational improvements. • Drive performance conversations using real metrics — net collection rate, win rate, days in AR — and translate data into actionable partner insights • Identify and pursue expansion opportunities within the partner portfolio in close partnership with Sales • Build the partner CS playbook from scratch: processes, cadences, escalation frameworks, and reporting infrastructure • Create scalable frameworks for measuring partner health, identifying risk, and proactively addressing challenges before they become escalations • Maintain visibility across all partner accounts, proactively surfacing risks before they become escalations

🎯 Requirements

• 8+ years in client success, account management, or revenue cycle — with meaningful experience managing channel, partner, or multi-layer client relationships • Experience managing complex, multi-layered relationships where success depends on influencing multiple stakeholders and organizations • Comfortable and credible operating at the executive level and leading strategic conversations with senior leaders • Fluent in RCM metrics and healthcare billing operations; you don't need to be taught what net collection rate means • A builder; you've either built a function or a playbook from scratch, or you're visibly ready to • Excellent cross-functional operator who can influence Product, Sales, Operations and Leadership teams • Excited by ambiguity and energized by building rather than inheriting mature processes • Startup experience strongly preferred • Extra Credit Experience • Direct experience with IDR, NSA, or out-of-network billing workflows • Experience building or formalizing a CS function within a high-growth startup • Familiarity with tools like Claude, Salesforce, Metabase, Asana, or BigQuery in a CS or ops 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