Strategic Customer Success Manager - SMB

Pearl

2d • Remote

About The Position

Pearl is shaping the future of dentistry with a suite of AI solutions engineered to establish higher standards of quality and care for patients worldwide. Since 2019, our team has developed FDA-cleared computer vision capabilities for the interpretation of 2D and 3D dental imagery, industry-leading technology that clinicians, practice owners, labs, and insurers use to elevate the efficiency, accuracy, and consistency of dental care globally.

Requirements

• 2-3 years customer success or solutions consulting experience
• 2+ years of experience working in or with dental practices
• Comfortable owning commercial conversations and navigating multi-stakeholder environments
• Strong executive presence
• Data-driven, able to build ROI analyses, interpret utilization data, and translate it into action
• Self-directed; you set your own agenda, flag risks early, and don't wait to be managed
• CRM proficiency (HubSpot or Salesforce); familiarity with dental PMS platforms a plus
• Ability to work in a fast-paced, busy environment
• Excellent communication skills both written and verbal
• Ability to work 40 hours a week and maintain full-time status

Responsibilities

• Serve as the strategic partner for an assigned portfolio, owning account health end-to-end
• Build and maintain trusted relationships across assigned organizations, from clinical teams to leadership
• Develop and execute account plans that align Pearl's platform to each organizations business goals, KPIs, and expansion roadmap
• Lead business reviews as needed that reinforce ROI, surface expansion opportunities, and build executive buy-in
• Own revenue retention and expansion ARR as your primary KPIs
• Drive full platform adoption across every location in your portfolio: Second Opinion, Practice Intelligence, Precheck, and Voice
• Partner with Sales on upsell and cross-sell motions
• Convert pilot deployments into system-wide rollouts with measurable ARR growth at each stage
• Own the onboarding-to-adoption arc: get accounts live fast, get them fully utilized, and document the value
• Proactively monitor utilization across locations, identify gaps, and drive targeted interventions
• Translate clinical data, case detection trends, and utilization metrics into compelling ROI narratives for both operators and executives
• Lead change management across clinical and administrative teams during onboarding and expansion

Benefits

• Competitive Benefit and Compensation Offerings
• Ongoing Training and Development Opportunities
• Unaccrued, Flexible PTO
• Remote First Work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed