Title: Senior Client Success Manager

Location: New York City (preference) or Los Angeles, CA (hybrid)

Reports To: Director of Client Success

About the Company

Healthcare reimbursement is broken—too complex, too opaque, and too often unfair to the providers delivering care and the patients receiving it.

Pivotal Health exists to fix that.

We build technology that helps hospital-based providers get paid fairly for the care they provide, while protecting patients from surprise medical bills. Our platform guides providers through the highly complex No Surprises Act dispute process, turning what was once manual, risky, and inconsistent into a structured, data-driven workflow.

With a rapidly growing customer base, strong revenue momentum, and a mission rooted in fairness and transparency, Pivotal is helping modernize one of healthcare’s most critical—and overlooked—systems.

About the Role

Pivotal Health is looking for a Senior Client Success Manager to help ensure our healthcare provider clients are successful and satisfied throughout their journey with us. You’ll manage a book of high-value and strategic accounts, providing the white-glove experience and dedicated attention these clients expect. As Senior Client Success Manager, you’ll be responsible for ensuring high adoption of our platform, and supporting retention and overall client satisfaction. This is a critical, hands-on role at a high-growth startup where you’ll have direct impact on client outcomes and company growth.

What You’ll Do

• Manage and grow a portfolio of high-value accounts, with a focus on retention, expansion, and long-term partnership success.
• Lead clients through onboarding, implementation, and ongoing engagement, ensuring clients achieve measurable value early and consistently.
• Act as the voice of the client, synthesizing feedback and partnering with Product and Engineering to influence roadmap priorities and improvements.
• Contribute to Client Success playbooks, share best practices, and mentor team members to strengthen overall team performance.

What We’re Looking For

• 4-8 years in a client-facing role such as Client Success, Account Management, or Client Services; experience in B2B SaaS, healthcare, health tech, or IDR strongly preferred.
• Exceptional communication and presentation skills, with the ability to influence and build trusted relationships with C-level stakeholders and translate complex insights into clear strategies.
• Strategic and proactive mindset, with proven ability to manage and grow high-value accounts, drive measurable outcomes, and mitigate risks before they escalate.
• Demonstrated success leading cross-functional initiatives and complex client implementations, with strong project management and operational excellence skills.
• Experienced mentor and team contributor who thrives in high-growth, fast-paced environments; prior startup or healthcare provider experience is a strong plus.
• Comfortable operating in ambiguity, with the ability to build structure, adapt quickly, and make sound decisions in a fast-moving environment.
• Experience leveraging client success, analytics, and project management tools to drive insight and execution.

Why Join Pivotal Health?

• Own and grow relationships with some of Pivotal Health's most strategic customers, with real influence over retention, expansion, and client outcomes.
• Work closely with product, engineering, and leadership teams in a highly collaborative, low-ego environment.
• Help shape how Client Success operates as Pivotal. Health scales, contributing to playbooks, best practices, and long-term strategy.
• Be part of a mission-driven company building technology that makes a real difference in healthcare.

#Perks

• Compensation: Base Salary $125-150k base + early stage equity
• Full medical, dental, and vision insurance coverage
• 401k
• Office with casual vibes in LA and Manhattan (Little Italy)
• Flexible PTO policy
• Periodic in-person team gatherings and offsites, bringing together teammates from across the company to connect, collaborate, and celebrate.

Note: Unfortunately we are unable to sponsor visas at this time