THE ROLEWe're looking for a Customer Success Manager who will own the full customer journey for our SMB dental practices, from day-one onboarding through long-term retention and growth. You'll be the face of Pearly to our customers, the voice of the customer internally, and a key player in helping us build a world-class CS function from the ground up.
This is not a "manage a queue and close tickets" role. You'll be strategic, proactive, and comfortable talking to customers on a regular basis (phone, video, email, etc).
WHAT YOU'LL DO- Onboarding & Implementation: Guide new SMB dental practices through a smooth, structured onboarding process, getting them set up, trained, and live on Pearly quickly.
- Customer Relationship Management: Own a portfolio of SMB accounts, building trusted relationships that drive adoption, satisfaction, and retention.
- Proactive Outreach: Check in regularly with customers via phone, video, and email. Don't wait for problems to come to you.
- Issue Resolution: Act as the first line of support for escalated customer concerns, triaging and resolving issues quickly with a calm, solutions-first approach.
- Customer Advocacy: Collect feedback, identify trends, and bring the customer perspective into product and business conversations.
- Renewals & Expansion: Identify upsell and expansion opportunities within your book of business and work cross-functionally with Sales to execute.
- Process Building: As an early CS hire, you'll help shape playbooks, workflows, and tooling. Your input will define how we scale this function.
- Cross-functional Collaboration: Work closely with Sales, Support, and Product to ensure a seamless customer experience end to end.
WHAT WE'RE LOOKING FOR- 2 to 5+ years of experience in Customer Success, Account Management, Sales, or Customer Support, ideally in a SaaS environment.
- Excellent communicator on the phone and video calls, not just email.
- Comfort with ambiguity and start-up pace. You can build structure where none exists and adapt when priorities shift.
- Strong organizational skills with the ability to manage multiple accounts and competing priorities simultaneously.
- Empathetic and patient with customers, while still driving them toward outcomes and holding timelines.
- Collaborative team player who is willing to roll up their sleeves and help wherever needed.
- East Coast availability. You're based in or aligned to EST working hours. Strong preference for candidates in the Atlanta, GA area.
BONUS POINTS- Experience in dental, healthcare, or medical billing software.
- Background in dental practice management or working with DSOs and independent practices.
- Familiarity with CS tools like Gainsight, ChurnZero, HubSpot, or Intercom.
- Experience at a high-growth startup or early-stage company.
WHY JOIN PEARLY- Start-up ownership: You won't be one of hundreds. Your work will directly shape our product and customer experience.
- Meaningful market: Dental practices are underserved by modern software. You'll help change that.
- Competitive compensation: $70,000 to $100,000 base salary, commensurate with experience.
- Growth opportunity: Get in early and grow with us as we scale.
- Collaborative team: Small, focused, fun, and driven.
