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Pivotal Health is seeking a Principal Client Success Manager to own the company's most complex and highest-value healthcare provider relationships, including multi-hospital health systems and enterprise providers. This is a senior individual-contributor role—no direct reports—designed for someone who wants to stay deeply involved in client work while setting the standard for how the function operates.
You will manage a focused portfolio of Pivotal's largest strategic accounts, serving as a trusted advisor to revenue cycle leaders and executive stakeholders. Your responsibilities include guiding health systems through the No Surprises Act and Independent Dispute Resolution (IDR) processes, translating complex billing, claims, and reimbursement workflows into measurable outcomes. You'll be a 0→1 builder, developing playbooks, frameworks, and systems that scale operations while remaining hands-on as the company grows.
Key responsibilities: Own and grow a focused portfolio of strategic health system accounts with emphasis on retention, expansion, and long-term partnership success. Serve as strategic advisor to revenue cycle leaders, articulating value and ROI. Guide clients through IDR dispute processes and complex reimbursement workflows. Define best practices and build playbooks that create consistency across the team. Act as the voice of the client, synthesizing feedback and translating patterns into insights for Product, Engineering, and Operations. Analyze account-level data to understand trends and turn analytics into actionable recommendations. Lead strategic account planning and QBRs, partnering with Sales on expansion opportunities. Handle the most complex and sensitive client situations with calm, effective resolution.
Required qualifications: 5–10+ years in client-facing roles such as Client Success, Account Management, or client-facing strategy/consulting. Deep healthcare revenue cycle experience (RCM, payer/provider dynamics, or health systems), ideally including No Surprises Act/IDR, billing, claims, and reimbursement. Proven ability to manage complex, high-value strategic accounts across multiple hospitals or health systems. Exceptional communication and executive presence; ability to influence C-level and revenue cycle leaders. Comfort with data, reporting, and account-level analytics. AI literacy with a builder's instinct for creating systems and playbooks. Strong organizational and operational discipline (CRM, workflows, forecasting). Ability to operate in ambiguity and fast-moving environments.
Extra credit: Early-stage or scaling company experience, management consulting background (revenue cycle projects, on-site hospital work), experience building or evolving a Client Success function, background in operations, analytics, or strategy.
