Key skills
Customer successSolutions consultingDental practice experienceCommercial conversationsMulti-stakeholder navigationData analysisROI analysisUtilization data interpretationCRM proficiencyHubSpotSalesforceDental PMS platformsAICRMLeadershipChange ManagementCommunicationCustomer SuccessSales
About this role
Pearl is shaping the future of dentistry with AI solutions aimed at enhancing quality and care for patients globally. The Strategic Customer Success Manager will manage a portfolio of accounts, focusing on driving retention and expansion through customer satisfaction and trust, while also ensuring full platform adoption and measurable revenue growth.
Responsibilities:
- 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
- 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
- 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
Requirements:
- 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