# Strategic Customer Success Manager - SMB
**Company:** [Pearl](https://hotfix.jobs/companies/pearl)
**Location:** Remote
**Experience:** 2+ years
**Skills:** Customer Success, Solutions Consulting, HubSpot, Salesforce, Dental Practice Management Systems, ROI Analysis, Account Management, Upselling, Cross-Selling, Change Management
**Posted:** 2026-06-10
> Own a portfolio of dental accounts, driving retention, expansion, and full platform adoption through strategic account planning, ROI analysis, and customer health management.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/strategic-customer-success-manager-smb-at-pearl-416fa476-0c98-4115-92f6-7cec5b63e166
**Canonical:** https://hotfix.jobs/jobs/strategic-customer-success-manager-smb-at-pearl-416fa476-0c98-4115-92f6-7cec5b63e166