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Pearl

Strategic Customer Success Manager - SMB

Own a portfolio of dental accounts, driving retention, expansion, and full platform adoption through strategic account planning, ROI analysis, and customer health management.

United StatesCustomer SuccessRemote2+ YOE
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About the role

What You'll Own

Account & Relational Health

  • 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 organization's business goals, KPIs, and expansion roadmap
  • Lead business reviews as needed that reinforce ROI, surface expansion opportunities, and build executive buy-in

ARR Expansion

  • 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

Adoption & Value Realization

  • 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

What We're Looking For

  • 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

What We Offer

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

Skills

Customer SuccessSolutions ConsultingHubSpotSalesforceDental Practice Management SystemsROI AnalysisAccount ManagementUpsellingCross-SellingChange Management

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