Head of Client Success, Physician Groups

ABOUT PIVOTAL HEALTH Pivotal Health is the leading technology platform that helps healthcare providers get paid fairly in an increasingly complex reimbursement landscape. Today, many providers face persistent underpayment from health insurance companies, despite delivering high-quality care. While processes like IDR (Independent Dispute Resolution) were designed to promote fairness, they’re often administrative-heavy, time-consuming, and difficult to navigate without the right tools. Pivotal Health combines software, data, and service into a seamlessly integrated, AI-driven platform that simplifies these complex reimbursement workflows. We help providers efficiently dispute underpaid claims, reduce administrative burden, and recover the reimbursement they’re entitled to; without adding more work to already stretched teams. Our full-service IDR solution is just the starting point. We’re building solutions that enable providers to operate with clarity, control, and confidence across the reimbursement journey. ABOUT THE ROLE Physician groups are the core of Pivotal Health's business. Emergency Medicine, Anesthesiology, Radiology and other specialty groups trust us to recover out-of-network revenue through the federal and state IDR process. How they experience us decides whether they stay, expand, and refer to their peers. As Head of Client Success, Physician Groups, you'll lead the largest team in Client Success: the pod leads and CSMs who own every physician group relationship in our direct book. You build deep relationships with our clients, foster trust and coach the team on relationship building. You own retention for that book. That means identifying improvement areas before the client tells us, and running a structured stabilization motion. It also means every CSM knows their client well enough to advocate for them inside Pivotal Health. This is not a steady-state seat. The team has grown fast, and we're building its infrastructure now: health scoring, tiering, playbooks, escalation and concession frameworks, and product enablement. You'll lead that rollout and hold the team to it. You report to the Head of Client Success and sit on the CS leadership team. WHAT YOU’LL DO - Build deep relationships with our clients and foster trust - Own and be accountable to gross and net retention for the physician group book. Set the targets, report on them weekly with trend and context, and answer for the number. - Build and run the at-risk motion with your team to drive continued client health motion - Lead and develop pod leads and CSMs. Set clear performance expectations, run real 1:1s, and make the hard calls on performance when they're needed. - Know the top accounts personally. Serve as executive sponsor for strategic groups and own the room with a group's CEO, CFO, practice administrator, or medical director. - Be the client's advocate inside Pivotal Health. Turn what clients tell us into prioritized asks for Product, Operations, and Finance, stay close during the implementation process, then close the loop with the client when it ships. - Roll out CS infrastructure across every pod: client health score, account tiering, playbooks, QBR standards, and Salesforce hygiene. The client experience should be consistent no matter who the CSM is. - Translate IDR and operational changes (MIV thresholds, batching, CMS fee changes, invoicing) into clear client communication. Make sure CSMs deliver it before clients hear it anywhere else. WHO YOU ARE - 12+ years in client success, account management, or revenue cycle, with 6+ years leading managers or a multi-pod CS team - You've owned a retention number for a B2B healthcare book and can show how and why it moved - Fluent in RCM and physician group economics, from net collection rate and days in AR to how a practice administrator judges vendor ROI - Credible with physician group executives and comfortable delivering hard news without losing the relationship - You run a team on data. You're comfortable in Salesforce and BI tools, and you build the operating cadence instead of waiting for one. - You state the standard plainly and hold people to it, with care EXTRA CREDIT IF YOU 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 (health scoring, tiering, playbooks) at a post-Series A startup - Hands-on with Claude, Salesforce, Metabase, Asana, or BigQuery in a CS context WHY YOU’LL LOVE WORKING HERE We’re a collaborative, low-ego team on a mission to make healthcare reimbursement fairer for providers. While we primarily hire around our core hubs–Los Angeles and New York–we remain open to exceptional talent outside those regions. Remote and hybrid flexibility varies by role and team, and is outlined in each job description. If you’re excited by solving complex problems and making a real-world impact, we’d love to hear from you. Benefits Include: - 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 Ready to Make an Impact? We’re building something meaningful; and we want you on the team. Bring your ideas, curiosity, and drive, and let’s transform healthcare reimbursement together. EMPLOYMENT INFORMATION Work Authorization Candidates must be authorized to work in the United States without current or future employer sponsorship. Equal Employment Opportunity Pivotal Health is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status. Reasonable Accommodations Pivotal Health provides reasonable accommodations for qualified individuals with disabilities in accordance with applicable laws. If you need assistance during the application or interview process, please let us know. Background Checks Employment is contingent upon successful completion of applicable background checks, where permitted by law. At-Will Employment Employment with Pivotal Health is at-will and may be terminated by either party at any time, with or without cause or notice, in accordance with applicable law.