Director of Enterprise Account Management

Job description

## **About Pearl** Pearl is the leading AI-powered clinical operations platform for dental service organizations and practices, helping dentists work smarter, improve outcomes, and run more profitable practices by streamlining clinical workflows, enhancing diagnostics, and optimizing operations across hundreds of locations. ## **The Role** We're seeking an **Account Management Lead** to build and lead Pearl's Enterprise Account Management function from the ground up. You're a sales leader first and organizational builder — focused on accelerating Live ARR across your portfolio and your team's accounts — while creating a scalable function that becomes the backbone of enterprise customer success at Pearl. You'll bring a proven playbook and vision for how to scale account management across our growing DSO customer base. You'll own the commercial relationship for 3–5 strategic dental practice groups (75–499+ locations) while establishing best practices, building systems and processes, and developing a team of 3–5 Account Managers that oversees both mid-market (20–74 locations) and enterprise (75+ locations). ## **Key Responsibilities** **Team Leadership** - Build the Account Management function from the ground up — define role clarity, hiring profiles, compensation philosophy, and team structure - Establish account management processes, playbooks, methodologies, and templates that scale across the team; define how we approach QBRs, account planning, expansion strategy, and customer engagement - Hire, onboard, and develop a high-performing team of 3–5 Account Managers; set expectations, manage performance, and coach toward excellence - Create and own team KPIs (revenue, retention, expansion, forecast accuracy, pipeline discipline); establish accountability standards and report up through the Go To Market Organization **Commercial Ownership & Revenue Growth** - Own accounts from the point of a net-new customer's full estate commitment or an existing customer's expansion, and take responsibility for identifying growth opportunities, account health, and product adoption. - Own 3–5 assigned Enterprise accounts as primary contact for customer leadership; own individual expansion ARR and retention targets - Own the team's collective revenue performance and forecast; support Account Managers with complex closures and escalations - Drive POC conversion, quantify expansion opportunities, manage renewals, and maintain accurate pipeline and 12-month account plans - Proactively identify at-risk relationships and develop retention strategies **Customer Engagement & Execution** - Lead QBRs/EBRs for assigned accounts; prepare metrics-driven reviews demonstrating ROI and readiness for expansion - Build account growth plans with clear milestones, success metrics, and risk identification - Guide team through QBR preparation and execution; facilitate strategic planning sessions with key accounts - Manage implementation timelines and success plans; coordinate with Onboarding, Product, and Analytics on customer priorities **Function & Cross-Functional Leadership** - Design and implement Account Management function strategy, operating model, and tooling — bring your proven approach and recommend improvements to CRM, forecasting, pipeline discipline, and customer communication cadence - Partner with Enterprise Sales, Solutions Consulting, and Operations to align on account strategy, go-to-market approach, and team structure - Define how Account Management operates with Product, Engineering, Onboarding, and Analytics; establish escalation protocols and cross-functional workflows that scale - Lead forecasting, pipeline reviews, quarterly business planning, and executive reporting; set the standard for team CRM discipline and customer file accuracy ## **What You'll Need to Succeed** - 7+ years in enterprise account management, sales, or revenue growth, including 3+ years building or scaling a SaaS Account Management function — or establishing the playbook for one in a high-growth environment - Proven track record of expanding existing accounts and driving revenue growth at scale, including POC conversions and complex sales-cycle closures, within large, multi-location customer relationships - Demonstrated ability to build and articulate a repeatable account management playbook, backed by strong SaaS metrics/ROI modeling acumen and stakeholder management across C-suite and cross-functional teams - Track record of mentoring and developing sales professionals as a self-directed leader who manages multiple accounts, direct reports, and competing priorities with strong organizational discipline and follow-through - Demonstrated AI curiosity and a builder's mindset — quick to adopt AI/LLM tools and automation to eliminate manual workflows and create scalable systems, rather than waiting for the perfect process to be handed to you - Healthcare or SaaS experience preferred; willingness to travel up to 40% ## **Nice to Have** - Experience building Account Management functions or departments at 0→1 or high-growth companies - Multi-location or DSO operations background - Healthcare technology or dental software experience - Consultative selling and HubSpot CRM experience - Startup or high-growth company experience - Remote or geographically dispersed team management experience ## **What We Offer** - Competitive compensation and benefits - Professional development and training opportunities - Flexible, uncapped PTO - Stock options - Remote work environment