[Hiring] Head of Customer and Commercial Operations @Pearl Health

Role Description

The Head of Customer and Commercial Operations owns the full client lifecycle: from initial VBC assessment and business development support through onboarding, performance enablement, and long-term retention. This is not a traditional customer success leader role. It requires someone who can build the systems, relationships, and teams needed to drive measurable outcomes at every stage of the client relationship.

This role owns a unified commercial operations function spanning Growth Ops and Customer Success. The right person will mature the function from pipeline management to full-lifecycle VBC enablement: connecting first-introduction insights directly into post-sale transformation activities.

This is a senior hire with a COO-level scope of impact. The Head of Customer and Commercial Operations reports to the National President and operates as a key member of the commercial leadership team.

What You Will Own

• Full Client Lifecycle Ownership
  • Own the client relationship from first introduction through long-term performance.
  • Partner closely with Market Presidents to ensure a seamless transition into post-sale onboarding.
  • Design and own the operating model that connects pre-sale intelligence directly into post-sale transformation activities.
  • Ensure that insights gathered during early client engagement inform program deployment.
• Unified Commercial Operations
  • Own a unified commercial operations function spanning Growth Ops and Customer Success.
  • Drive the shift from manual workflows to codified, scalable systems.
  • Build and own the feedback loop translating issues into durable rules.
  • Provide strategic leadership over the integration of Growth Ops and CS Ops.
• Value-Based Care Performance as the Primary Driver of Satisfaction
  • Own the day-to-day client relationships, developing engagement and remediation plans.
  • Establish and hold a clear operating philosophy regarding performance and satisfaction.
  • Partner with the Performance function leadership team on programmatic design.
  • Own NPS as a lagging indicator of performance and engagement quality.
• Team Leadership and Matrixed Execution
  • Serve as the most senior relationship manager on the team.
  • Recruit and build the right team to implement performance improvement programs.
  • Lead and develop a team of CS and Growth Ops professionals.
  • Serve as an escalation point for complex client challenges.
• Retention and Revenue Expansion
  • Own the annual retention target, including renewal contract execution.
  • Partner with various teams to align performance improvement plans with contractual outcomes.
  • Drive cross-sell and expansion motions within the existing portfolio.
• Digital-First Segment
  • Own end-to-end strategy and execution for the digital-first client segment.
  • Define segment-specific processes, service standards, and metrics.

Qualifications

• 10+ years in a high-performing healthcare customer success, market, or provider-facing leadership role.
• Deep fluency in value-based care, Medicare programs, and clinical and financial levers.
• Experience at an ACO, health system, or healthcare technology company in the value-based care space.
• Track record of scaling a team and function while maintaining service quality.
• Experience leveraging data and internal dashboards to develop strategy.
• Demonstrated ability to present to and influence clinical and executive-level leadership.
• Comfort operating in a matrixed environment where influence matters as much as authority.
• Willingness to travel for in-person client engagement (up to 25%).

Benefits

• Base Salary Range: $220,000 - $240,000.
• Eligible for a discretionary performance bonus and equity options.
• Competitive benefits package.

Our Values

• 🤝 Collaborate to Innovate: We believe the best solutions arise from intelligent teamwork.
• 🗣️ Trust Through Transparency: We prioritize transparency in all our interactions.
• ❤️ Serious Impact, Big Heart: We go above and beyond to empower proactive, patient-centered care.