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 c