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

We are seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within dental practice accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully. Ideal candidates will take initiative, respond quickly and creatively to dynamic situations and show ownership.

Key Responsibilities

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.

• Work with customers to ensure they are leveraging Pearl’s suite of tools effectively and finding value in our services

• Become an expert in Pearl’s provider-focused product offerings and educate customers on the use and benefits of our products

• Perform basic to intermediate level troubleshooting for all Pearl products and services as needed

• Maintain and continue to expand technical product knowledge to remain proficient

• Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues

• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development

• Efficiently manage time and focus to ensure fulfillment of all activities essential to facilitating customer satisfaction, account renewal, and account growth

• Maintain customer data i.e. contacts, account health, significant events, substantive notes etc. in relevant systems

• Work with leadership to help drive cross-functional and cross-departmental initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

What You’ll Need to Succeed

• 2-3 years customer success or solutions consulting experience

• 2+ years of experience working in or with dental practices

• Ability to read 2D dental radiography

• Ability to work in a fast-paced, busy environment

• Ability to multi-task and manage multiple tasks at one time

• Excellent communication skills both written and verbal

• Intermediate computer skills (working with browsers, spreadsheets, and text documents)

• Ability to solve customer issues

• Ability to work with a pipeline of tasks and complete them in a timely manner

• Demonstration of excellent customer service skills

• Ability to work 40 hours a week and maintain full-time status

What We Offer

• Competitive compensation and benefits

• Professional development and training opportunities

• Flexible, uncapped PTO

• Remote work