Customer Success Manager, SMB

Pearly

Customer Success Manager driving adoption and retention for SMB dental practices at Pearly. Guiding onboarding, relationship management, and issue resolution in a collaborative environment.

Posted 5/26/2026full-timeAtlanta • 🇺🇸 United StatesJuniorMid-Level💰 $70,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Customer SuccessAccount ManagementSalesCustomer SupportSaaS

Soft Skills

Excellent communicatorOrganizational skillsEmpathyPatienceCollaborationAdaptabilityProblem-solving