Head of Customer Success

The Head of Customer Success will drive Pearl's global mission to help clients realize the full value of our AI innovations. This leader will oversee all customer success initiatives, ensuring exceptional client satisfaction, strong retention, and measurable revenue expansion.

• Develop and execute a comprehensive customer success strategy ensuring SMB clients realize the full value of Pearl's products.
• Align customer success initiatives with business goals to accelerate Net Annual Recurring Revenue (NARR) growth.
• Design programs to reduce churn, expand ARR, increase upsells, and strengthen customer satisfaction.
• Leverage automation, learning management systems, and AI-driven tools to scale client support efficiently.

• Build, mentor, and inspire a high-performing customer success team with a strong client-first mindset.
• Oversee onboarding, retention, and account management sub-teams.
• Define clear KPIs, goals, and success metrics to drive performance and accountability.
• Foster collaboration between Customer Success, Sales, Marketing, and Product to ensure alignment and shared success.

• Partner with implementation and technical support teams to deliver seamless onboarding experiences.
• Ensure customers achieve measurable value and ROI quickly after activation.
• Create tailored adoption strategies for different customer segments — from single-site practices to multi-location organizations.

• Scale the SMB Customer Success function through technology, automation, and outsourcing when appropriate.
• Build and maintain trusted relationships with SMB Key Opinion Leaders (KOL) and other key clients.
• Serve as the escalation point for major client issues, ensuring timely resolution and satisfaction.

• Partner closely with Sales, Marketing, and Product to ensure customers realize Pearl's value proposition and achieve success throughout their lifecycle.
• Align tools, data, and best practices between SMB and Enterprise Customer Success teams.
• Share insights and operational learnings across teams to improve the overall customer journey.

• Collect and analyze client feedback and usage data to identify areas for improvement.
• Own key metrics including net dollar churn, expansion ARR, satisfaction, NPS, and referral rates.
• Run NPS surveys, customer focus groups, and post-launch reviews to generate actionable insights.
• Collaborate with Product and Engineering to translate client needs into product improvements.

• Support channel and technology partners by providing training, enablement, and access to the latest tools and resources.
• Represent Pearl in partner meetings and ensure partners are set up for joint success.

• Champion the customer's voice across the company, ensuring feedback informs roadmap and service delivery.
• Collaborate with training and education teams to support customers with ongoing learning and enablement.

• Partner with Marketing to develop retention and expansion campaigns highlighting the clinical and operational value of Pearl's technology.
• Represent Pearl at key industry events, trade shows, and conferences.
  
  

• Support Pearl's growth outside the U.S., with a focus on the UK & Northern Europe.
• Develop tailored strategies to meet regional needs while maintaining consistent service quality and client experience.

• Proven leadership experience in Customer Success, in SaaS technology
• Experience within dental or medical helpful but not required
• Strong track record managing enterprise and SMB accounts with measurable revenue impact.
• Deep understanding of recurring revenue models and customer lifecycle metrics.
• Exceptional leadership, communication, and stakeholder management skills.
• Strategic mindset combined with hands-on execution ability.
• Passion for technology and innovation in dental care.
• Willingness to travel and operate across multiple time zones.

• Competitive compensation and benefits package
• Professional development and training opportunities
• Flexible, uncapped PTO
• Remote-first work environment, with preference given to candidates based in Los Angeles, San Francisco, Salt Lake City, or New York City — close to Pearl's office hubs.