Manager, SMB Onboarding

Job description

ABOUT PEARL Pearl is shaping the future of dentistry with a suite of AI solutions that raise the standard of care for patients worldwide. Since 2019, we've built FDA-cleared computer vision for 2D and 3D dental imagery, used by clinicians, practice owners, labs, and insurers to improve the efficiency, accuracy, and consistency of dental care globally. Our product suite spans Second Opinion, Practice Intelligence, Pearl Insurance, and Scribe, and we serve everyone from independent practices to the largest DSOs in the world. THE ROLE Pearl AI is seeking a data-driven, accountability-focused Manager, SMB Onboarding to lead our implementation team through our next phase of growth. In this role, you will transition the team into a high-performance unit by owning the strategic outcomes of the onboarding lifecycle. You will drive success through operational accountability, rigorous metric oversight, and process optimization. Your core mandates will be to improve overall onboarding outcomes, drastically reduce time-to-value (onboarding times), and own/minimize the reversal metric from onboarding. You will manage a team of Onboarding Specialists and work in lockstep with the Manager of Customer Success and the Manager of CS Operations as your core partners in strategy, collaborating closely to align onboarding goals with broader customer retention initiatives and operational scale. On a daily operational level, you will partner with our Onboarding Team Lead, who serves as the team's primary subject matter expert and technical resource. While the Team Lead continues to guide daily technical execution and peer mentoring, you will own the people management, strategic direction, operational bottlenecks, and ultimate performance of the department. KEY RESPONSIBILITIES Operational Leadership & Accountability - Drive Outcomes: Manage and develop a team of Onboarding Specialists, establishing a culture of high performance, clear accountability, and continuous improvement. - People Management: Conduct performance reviews, manage career development tracking, handle resource capacity planning, and own the hiring and scaling strategy for the team. - Strategic Partnership: Partner closely with the Onboarding Team Lead to leverage their deep product expertise, aligning their technical guidance with your operational and behavioral goals for the team. Metric & Process Ownership - Velocity & Efficiency: Analyze, optimize, and streamline the onboarding journey to significantly reduce implementation times and accelerate customer time-to-value. - Retention & Quality Assurance: Define and own the reversal metric from onboarding, identifying root causes for early churn or stalled implementations, and implementing preventive strategies. - KPI Management: Establish, track, and report on key performance indicators (KPIs) including throughput, customer health scores during onboarding, time-to-live, and team capacity. - Cross-Functional Collaboration: Act as the strategic bridge between Onboarding and Product, Engineering, Sales, and Support to remove institutional blockers and advocate for tools that automate or simplify the deployment process. QUALIFICATIONS - Experience: 4+ years of experience in customer onboarding, implementation, or technical project management within a SaaS or healthcare technology environment. - Leadership: 2+ years of direct people management experience, with a proven track record of managing teams to hit strict performance metrics and SLAs. - Data-Driven Mindset: Strong analytical skills with experience building dashboards and leveraging data to isolate process bottlenecks and predict customer reversals. - Change Management: Demonstrated success in refining messy or legacy processes, enforcing system compliance, and driving accountability across a remote team. - Tools: High proficiency with CRM and implementation tracking software (e.g., HubSpot, Salesforce, Gainsight, Zendesk, Jira). - Communication: Exceptional leadership and communication skills, with the ability to balance strict accountability with empathetic coaching. While this role is remote-first, team members located in the Lehi area are asked to join us in the office once per week. WHAT WE OFFER - Competitive benefit and compensation offerings - Ongoing training and development opportunities - Unaccrued, flexible PTO - Remote work