[Hiring] Strategic Customer Success Manager @Pearl

Role Description

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 organization's 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.

Qualifications

• 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.

Benefits

• Competitive Benefit and Compensation Offerings.
• Ongoing Training and Development Opportunities.
• Unaccrued, Flexible PTO.
• Remote First Work.