Golden Pear Funding

Customer Success Manager

• Act as the primary point of contact for assigned clients, providing exceptional support and guidance throughout their journey with our platform.
• Oversee the implementation and configuration of our SaaS solutions, ensuring seamless integration with clients' existing workflows.
• Develop and maintain deep knowledge of our platform to effectively address client inquiries, troubleshoot issues, and offer strategic advice.
• Conduct regular check-ins with clients to review their usage, assess satisfaction, and identify opportunities for further engagement and optimization.
• Collaborate with cross-functional teams, including Sales and Product, to address client needs and drive continuous improvement.
• Develop and deliver training sessions and educational materials to help clients maximize the value of our platform.
• Monitor and report on key performance metrics, including customer satisfaction, usage patterns, and renewal rates.
• Proactively identify and address potential risks to client satisfaction and retention, implementing solutions to mitigate those risks.

Customer Success Manager – SaaS Implementation

• Lead the Customer Success and Implementation functions, building the strategy, playbooks, and processes for a rapidly scaling healthcare SaaS platform.
• Oversee new customer onboarding and implementation projects, ensuring timely and successful go-lives.
• Drive adoption, engagement, and measurable outcomes across Pear Suite’s customer base.
• Establish KPIs for retention, expansion, NPS, and time-to-value.
• Serve as executive sponsor for key customers, building strong, trust-based relationships with senior leaders at partner organizations.
• Partner closely with Product, Engineering, and Sales to ensure customer feedback informs roadmap and delivery.
• Build and mentor a high-performing Customer Success and Implementation team, fostering career growth and development.
• Develop scalable processes, tools, and systems to support a growing, diverse customer base.
• Provide regular reporting and insights to the executive team and Board on customer health, retention, and revenue impact.
• Manage escalations and ensure quick, empathetic resolution of customer issues.

Head of Customer Success and Implementation

Growth Marketing

• Own end-to-end strategy and execution for entering, scaling, and expanding in the payer/health plan market
• Revenue generation, market entry design, building strategic health plan relationships, and leading a team of sales professionals
• Define and evolve payer go-to-market vision: target segments, geographic priorities, and entry modes
• Conduct competitive analyses, market sizing, payer gap assessments, and go/no-go decisions for new states or regions
• Forecast and set annual growth targets, quotas, and KPIs for health plan revenue and penetration
• Lead full sales cycle: prospecting, deal qualification, proposal development, negotiation, contract execution
• Secure new health plan clients and expand relationships in existing plans, including upsell, cross-sell, footprint expansion opportunities
• Navigate complex payer procurement processes (RFPs, pilots, LOIs, direct contracting)
• Collaborate with Finance, Partnerships, Customer Success, and Operations for contract structuring and risk-sharing models
• Build and sustain C-suite and VP-level relationships across health plans
• Serve as a public face: speak at payer events, publish thought leadership, participate in policy and payer consortiums
• Recruit, mentor, and manage a high-performing sales team; create playbooks, training, collateral, ROI tools
• Implement tracking of pipeline metrics, win rates, sales funnels, deal cycles, churn, and client satisfaction
• Own forecasts, reporting, and accountability to executive leadership

Head of Growth, Health Plans

Financial Planning and Analysis

• Lead all aspects of finance, including book keeping, FP&A, budgeting, and forecasting
• Partner with leadership to develop financial strategy, pricing models, and growth scenarios
• Oversee monthly close, financial reporting, and compliance requirements
• Manage cash flow, expenses, and vendor relationships
• Build scalable financial processes, tools, and controls appropriate for a high-growth SaaS startup
• Provide data-driven insights and dashboards to inform business decisions
• Mentor and manage one direct report, fostering professional development
• Serve as the go-to finance partner for cross-functional teams (sales, operations, people, product)

Golden Pear Funding

Customer Success Manager – SaaS Implementation

Head of Customer Success and Implementation

Head of Growth, Health Plans

Head of Finance

Customer Success Manager, SaaS Implementation