Partner Success Manager

About Pearl
Pearl is shaping the future of dentistry with a suite of AI solutions developed to establish higher standards of quality and care for patients worldwide. Since 2019, our team has engineered FDA-cleared computer vision capabilities for interpretation of 2D and 3D dental imagery — industry-leading capabilities which clinicians, practice owners, labs and insurers use to elevate the efficiency, accuracy and consistency of dental care around the world.

The Role
We are hiring a Partner Success Manager — a detail-driven operator who will own the systems, processes, and day-to-day execution that keep Pearl’s partner channels running at a high standard. You will sit at the intersection of partner onboarding, customer success, enablement, and financial operations, ensuring that every integration partner delivers an experience consistent with Pearl’s clinical and product quality bar. This role exists because Pearl’s partner ecosystem is scaling.

As we activate more integration channels, we need a dedicated operator who deeply understands the end-to-end customer journey through integrated products — from UI/UX to billing — and who can build the operational infrastructure to make that journey repeatable, measurable, and durable. You will report to the Director of Partner Growth and work closely with CS, RevOps, Product, and Engineering.

What You’ll Do
Partner Onboarding & Journey Management
Optimize and oversee partner onboarding end-to-end, from kickoff through go-live

Build and maintain SOPs for all onboarding journeys — internal and partner-facing

Maintain partner journey routing logic in collaboration with RevOps

Ensure every partner is set up to deliver customer success in accordance with Pearl’s standards

Customer Experience & Integration Operations
Develop deep working knowledge of the UI/UX of each integrated product and the end-to-end customer journey through partner channels

Map and monitor the motions and communications between Pearl and each partner — identify gaps, reduce friction

Surface integration experience issues to Product with context and recommended action

Own the operational layer of integration health: access provisioning, pilot logistics, version alignment documentation

CS & Support Triage
Serve as the bridge between partner contacts and Pearl’s CS/Support teams

Own the oversight of incoming partner support threads: org permissions, registration, onboarding issues

Draft and maintain templated responses for common support scenarios

Surface recurring issues to CS leadership with context and a recommended path forward

Triage technical escalations: resolve at the CS layer or escalate with full context

Enablement & Durable Revenue
Build and deliver consistent enablement resources so partner teams can onboard, train and provide ongoing support for Pearl effectively

Monitor partner engagement and adoption metrics to identify churn risk early

Maintain partner tracking dashboards (Notion/HubSpot) and produce weekly partner health summaries

Flag at-risk situations before they become relationship issues

Financial Operations
Support partner billing, revenue tracking, and reconciliation workflows

Coordinate with Finance and RevOps on partner-sourced revenue reporting

Maintain accuracy of financial data tied to partner channels

What You'll Need to Succeed
3–5 years in customer success, channel operations, or customer operations roles

Background in dental technology, health-tech, or healthcare SaaS

Experience building and owning SOPs, onboarding playbooks, and operational workflows from scratch

Strong cross-functional operator — you’ve worked across CS, Product, and RevOps and know how to move things without owning every function

Comfortable in Notion, HubSpot, and Google Workspace

Clear, concise communicator — written and verbal

Nice to Have
Experience working with PMS or clinical software integrations in dental

Familiarity with integration lifecycle management (pilots, UAT, version tracking)

Prior work in a high-growth startup where you built ops infrastructure that didn’t exist before

What We Offer
Competitive benefit and compensation offerings

Ongoing training and development opportunities

Unaccrued, flexible PTO

Remote work