Customer Success Manager - SMB

Responsibilities

• Build relationships with assigned customers, help them resolve issues, and maintain a positive, customer-centric experience.
• Help customers effectively use Pearl’s suite of tools and realize value from its services.
• Become an expert in Pearl’s provider-focused products and educate customers on their use and benefits.
• Perform basic to intermediate troubleshooting for Pearl products and services.
• Maintain and expand technical product knowledge.
• Collaborate with Sales, Support, Billing, Technical teams, and other stakeholders to deliver an exceptional customer experience.
• Advocate for customers by capturing feedback and reporting requests to Product Management and Development.
• Manage time and priorities to support customer satisfaction, renewals, and account growth.
• Maintain customer data, including contacts, account health, significant events, and substantive notes, in relevant systems.
• Support cross-functional initiatives that improve customer experience, satisfaction, and loyalty.

Requirements

• 2–3 years of customer success or solutions consulting experience.
• 2+ years of experience working in or with dental practices.
• Ability to read 2D dental radiography.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Excellent written and verbal communication skills.
• Intermediate computer skills, including browsers, spreadsheets, and text documents.
• Ability to troubleshoot customer issues and manage a task pipeline effectively.
• Demonstrated customer service skills.
• Ability to work 40 hours per week and maintain full-time status.

Benefits

• Competitive compensation and benefits.
• Professional development and training opportunities.
• Flexible, uncapped paid time off.
• Remote work.