Customer Success Manager (SMB)

Job description

ABOUT PEARLY Pearly is a fast-moving dental billing and payments software company on a mission to simplify the financial side of running a dental practice. We're in start-up mode, which means every team member has a real impact on how we build the product, serve our customers, and grow the business. If you thrive in dynamic environments and want your work to matter, you'll fit right in. THE ROLE We'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.