Strategic Customer Success Manager - SMB

About this role

STRATEGIC CUSTOMER SUCCESS MANAGER - SMB

ABOUT PEARL

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.

THE ROLE

The Strategic CSM owns a portfolio of accounts with a clear mandate: drive retention & expansion through deep customer satisfaction. You will be measured on revenue retention, upsell and cross-sell execution, and your ability to turn pilot accounts into full deployments, with customer health and clinical outcomes as the engine behind that growth. The best candidates have a track record of growing accounts and understand that lasting revenue expansion is built on trust, adoption, and demonstrated value.

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 organizations 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