Strategic Customer Success Manager - SMB

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