Pearly

Customer Success Manager

• 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.

Customer Success Manager, SMB