Strategic Customer Success Associate

Job description

## **About Pearl** Pearl is shaping the future of dentistry with a suite of AI solutions built to establish higher standards of quality and care for patients worldwide. Since 2019, our team has engineered FDA-cleared computer vision capabilities for interpretation of 2D and 3D dental imagery, which clinicians, practice owners, labs, and insurers use to elevate the efficiency, accuracy, and consistency of dental care. Today, Pearl is the AI-powered clinical operations platform for dental service organizations (DSOs), supporting hundreds of locations. ## **The Role** The Strategic Customer Success Associate (CSA) is the day-to-day engine of customer health for Pearl's enterprise DSO accounts. You partner directly with an Enterprise Account Manager (AM): the AM owns the commercial relationship, revenue, and executive strategy; you own the operational pulse of the account and serve as the AM's clinical companion and counterpart. You watch utilization, spot risk early, re-engage offices, drive training and adoption, and make sure customer feedback, surveys, and data are in the hands of the AM when it matters. This is a hands-on, high-volume role for a builder who uses data and AI to do the work of a much larger team. **This is a full-time, on-site role based in our Lehi, Utah office.** ## **Key Responsibilities** **Customer Health & Utilization** - Monitor utilization and adoption across assigned DSO accounts; build and send weekly utilization reports and tailor outreach based on what the data shows. - Flag at-risk and low-utilization locations early, join weekly escalation and churn-risk reviews, and give the AM clear, data-backed recommendations. - Support enterprise health assessments, success plans, and re-engagement plans that keep KPIs on track. **Re-engagement, Training & Adoption** - Call and email practices, clinicians, and regional leaders to re-engage low-usage offices and run practice-level check-ins after trainings. - Deliver and coordinate customer trainings, refreshers, Pearl Champion sessions, and office hours; support workflow optimization sessions and expanded-initiative training. - Hold weekly check-in calls with customer contacts and keep action items, recaps, and next steps moving. **Clinical Companion to the Account Manager** - Act as the clinical voice on the account: translate product workflows and clinician feedback into practical guidance, and join customer meetings as the AM's counterpart. - Triage clinician feedback from meetings (for example, scheduling a doctor call or sending a clinical survey after negative feedback). - Drive survey completion with offices and doctors, and synthesize results for the AM and internal teams. **Customer Support, Billing & Escalation** - Monitor open support tickets and customer channels (email and Slack) on assigned accounts; resolve quick-win issues and escalate urgent or complex issues to the right team immediately. - Triage billing questions, research answers in HubSpot and internal systems, and validate data that differs between systems. - Capture product feedback and recurring pain points and route them to Product and Support. **Account Prep, CRM & Data Integrity** - Keep HubSpot accurate and current: log calls, notes, and contact updates daily using Pearl's CRM standards. - Support account roll-out plans, QBR/EBR preparation, and internal workflow and operational planning. - Build and refine repeatable workflows, templates, and AI-assisted processes (inbox triage, draft responses, reporting) that make the team faster. ## **What You'll Need to Succeed** - **Experience:** 2+ years in customer success, account support, clinical support, or a related customer-facing role; SaaS or healthcare technology experience preferred. - **Dental familiarity:** Experience in a dental office or DSO (hygienist preferred, assistant, treatment coordinator, or office manager) or deep interest in dental technology is a significant plus; clinical background is a strong asset. - **Data comfort:** Ability to read utilization data, spot trends, and turn them into clear next steps; comfort with spreadsheets, dashboards, and CRM (HubSpot preferred). - **Communication:** Clear, professional, and empathetic writing and phone presence with clinicians, office managers, and regional leaders. - **Ownership:** Highly organized and self-directed, able to manage many accounts and a daily queue with strong follow-through. - **AI curiosity & builder's mindset:** A track record of adopting AI/LLMs and automation to eliminate manual work, and a habit of fixing bottlenecks instead of waiting for a perfect process. - **Collaboration:** Comfortable partnering with Account Managers, Sales, Implementation, Support, Product, and RevOps in a fast-paced startup environment. - **Logistics:** Full-time, on-site in Lehi, Utah ## **What We Offer** - Competitive compensation and benefits - Professional development and training opportunities - Flexible, uncapped PTO - Stock options