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