Senior Manager, Client Success

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 this Role We’re scaling our Client Success organization with dedicated pods aligned to customer segments and strategic partnerships, and hiring leaders to own and operate these pods. This role will take ownership of a Client Success pod; leading a team of CSMs and managing a defined book of business. You’ll be responsible for performance across your pod, including client outcomes, retention, and expansion. You’ll work closely with strategic and enterprise customers, including our most complex accounts, and serve as a key escalation point for both clients and internal teams. This role requires strong judgement, clear communication, and the ability to operate calmly under pressure. This is a player/coach role. You’ll lead a team while staying close to the work; managing key relationships, supporting complex situations, and helping scale how we operate as we grow into segments like health systems. What You’ll Do 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. Who You Are 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 Extra Credit Experience Experience at an early-stage or scaling company Experience building or evolving a Client Success function Background in operations, analytics, or strategy 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.