Director of Client Success, Partners

About the Role

As Pivotal's first Director of Client Success, Partners, you'll build and lead the function responsible for the most strategically complex relationships in our portfolio.

Our Revenue Cycle Management (RCM) partners don’t simply refer business to Pivotal. They influence implementation success, customer outcomes, product feedback, expansion opportunities and how physician groups experience our platform. Many of these organizations represent dozens—or even hundreds—of provider groups, making them some of the most important stakeholders in our ecosystem.

You'll be the senior Client Success point of contact for the partner track, owning QBRs at the strategic level, running performance conversations grounded in real data, and partnering with Sales to drive expansion across the channel. This role sits directly on the CX leadership team and reports to the Head of Client Experience.

This is a build role. The Partner Client Success (CS) playbook doesn't exist yet, you'll write it. We're looking for someone who's done this before or is clearly ready to, and who brings the credibility to walk into a room with a CFO and own the conversation.

What You’ll Do

• Own senior relationship management across all channel partners, serving as the primary point of accountability for partner health, escalations, and strategic alignment
• Build and operationalize the Partner Success function, including strategic QBRs reporting, communication cadences, and escalation processes
• Act as the internal voice of the partner ecosystem, ensuring partner feedback informs product strategy, roadmap prioritization, and operational improvements.
• Drive performance conversations using real metrics — net collection rate, win rate, days in AR — and translate data into actionable partner insights
• Identify and pursue expansion opportunities within the partner portfolio in close partnership with Sales
• Build the partner CS playbook from scratch: processes, cadences, escalation frameworks, and reporting infrastructure
• Create scalable frameworks for measuring partner health, identifying risk, and proactively addressing challenges before they become escalations
• Maintain visibility across all partner accounts, proactively surfacing risks before they become escalations

Who You Are

• 8+ years in client success, account management, or revenue cycle — with meaningful experience managing channel, partner, or multi-layer client relationships
• Experience managing complex, multi-layered relationships where success depends on influencing multiple stakeholders and organizations
• Comfortable and credible operating at the executive level and leading strategic conversations with senior leaders
• Fluent in RCM metrics and healthcare billing operations; you don't need to be taught what net collection rate means
• A builder; you've either built a function or a playbook from scratch, or you're visibly ready to
• Excellent cross-functional operator who can influence Product, Sales, Operations and Leadership teams
• Excited by ambiguity and energized by building rather than inheriting mature processes
• Startup experience strongly preferred

Extra Credit Experience

• Direct experience with IDR, NSA, or out-of-network billing workflows
• Experience building or formalizing a CS function within a high-growth startup
• Familiarity with tools like Claude, Salesforce, Metabase, Asana, or BigQuery in a CS or ops context

Why You’ll Love Working HereWe’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.