Strategic Customer Success Manager

About Pearl

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

Who We’re Looking For

We are seeking a customer-centric, energetic, and highly-motivated individual to join our Strategic Customer Success Management Team.. The Strategic CSM is responsible for cultivating and maintaining strong relationships within Dental Services Organizations (DSOs) ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The Account Manager works closely with our DSO partners alongside Sales, Channel, Product Management and Leadership teams to ensure our services are delivered successfully. Ideal candidates have a successful track record in growing enterprise accounts by a factor of 10x. 

Fundamentals:

• Become an expert in Pearl’s provider-focused product offerings and educate customers on the use and benefits of our products
• Ability to analyze customer usage data, identify trends, and provide proactive recommendations for optimization. Leverages data tools and dashboards to assess customer health and detect early signs of potential issues or opportunities for growth. Uses insights from data to develop actionable strategies that drive customer success, improve retention, and maximize product adoption across customer accounts.
• Own a book of business, manage account retentions, and renewals as their dedicated point of contact at Pearl
• Travel to attend and speak at conferences/DSO events as needed
• Develop and share best practices for upsell, expansion, and retention

Onboard:

• Partner with Sales to ensure a smooth onboarding experience for new DSO clients
• Lead change management efforts with a DSO to ensure the Pearl team has a deep knowledge on the customer’s current state so that a custom onboarding plan can be created
• Create and manage an ongoing success plan for the DSO to ensure KPIs are met and the customer continuously sees value in our applications and partnership

Optimize:

• Build trusting relationships with assigned DSOs
• Proactively create customer engagement plans based on customer status. Including- Executive Trainings, CE courses, Speed to First Value calls, Executive Reviews, QBRs, Workflow Analysis, Billing Audits, Expansion Discoveries
• Proactively track, analyze, and tell meaningful stories with data to drive the value of Pearl to our customers

Expand:

• Identify expansion efforts, with a focus on 100% application per location growth within a DSO
• Work closely with internal teams and advocate for an exceptional customer experience and address any customer issues, roadmap questions, professional services needs

What You’ll Need to Succeed

• Data-Driven Insights and Analytics- Ability to analyze customer usage data, identify trends, and provide proactive recommendations for optimization.
• Business Acumen- Strong ability to align SaaS solutions with customer business goals, demonstrating clear ROI and value realization.
• Enterprise Relationship Management- Ability to build and maintain executive level relationships, acting as a trusted advisor to enterprise customers. 
• Strategic Account Planning- Experience in developing and executing strategic account plans to drive customer success, utilization, retention, and expansion.
• Executive Communication & Adoption Expertise- Strong verbal and written communication skills to engage C-level stakeholders and lead impact QBRs and strategy Discussions
• Dental Industry & Product Expertise- Deep understanding of both the dental and SaaS industry, enterprise technology ecosystems, and how Pearl products fit into customers' workflow
• Problem Solving and Issue Resolution- Skilled in proactively identifying risks, addressing challenges, coordinating eternal resources to resolve issues effectively and within a timely manner.
• 5+ years of experience in Customer Success, Solutions Consulting, or a related field
• Self-motivated and target-driven with a passion for customer experience
• Ability to work independently and collaboratively in a fast-paced, startup environment
• Proficiency in CRM software and Google Office Suite

• Small business or prior start up experience preferred
• Experience in dental industry preferred

What We Offer

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