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