Head of Customer Success

About Pearl

Pearl is shaping the future of dentistry with a suite of AI solutions developed to establish higher standards of quality and care for patients worldwide. Since 2019, our team has engineered FDA-cleared computer vision capabilities for interpreting 2D and 3D dental imagery—industry-leading capabilities clinicians, practice owners, and insurers use to elevate dental care's efficiency, accuracy, and consistency worldwide.

Who We're Looking For

The Head of Customer Success will lead Pearl's efforts to ensure our clients achieve maximum value from our innovative AI solutions. This individual will spearhead our customer success initiatives, focusing on client satisfaction, retention, and revenue growth. 

Key Responsibilities

Customer Success Strategy:

• Develop and execute a comprehensive customer success strategy to ensure Dental Services Organizations (DSOs) and Small and Medium Business (SMBs) customers realize the total value of Pearl's products.
• Align the customer success initiatives with the overall business goals to accelerate Annual Recurring Revenue (ARR) growth. 
• Craft proven strategies to address churn mitigation, ARR expansion, upsell, and customer satisfaction. 

Team Leadership and Development:

• Build account management team from the ground up, focusing on accelerating revenue from DSO clients.
• Lead and mentor a high-performing customer success team, fostering a client-centric culture.
• Establish clear objectives, performance metrics, and KPIs for the team to drive client success, satisfaction, and revenue. 

Client Onboarding and Adoption:

• Partner with onboarding and technical support teams, ensuring a smooth and positive experience from implementation to fast adoption.
• Ensure that customers reap the benefits of Pearl in a short period.
• Create personalized onboarding experience for DSO clients and their locations.
• Develop and implement strategies to drive product adoption and utilization across different client segments, including dentists, DSOs, distributors, and technology partners.

Relationship Management:

• Scale up SMB customer success team by leveraging technology, automation, and outsourcing when applicable. 
• Build and maintain strong relationships with DSOs, becoming a trusted partner.  
• Act as the primary point of contact for escalated client issues, ensuring timely resolution and client satisfaction.

Feedback and Continuous Improvement:

• Collect and analyze client feedback to drive continuous improvement in Pearl's products and services.
• Release Net Promoter Score (NPS) surveys and schedule focus groups to gather qualitative feedback
• Collaborate with the product development team to relay client insights and contribute to enhancing Pearl's AI solutions.

Customer Support and Advocacy:

• Provide ongoing support and guidance to clients, addressing any questions or concerns about product usage.
• Partner with training & education groups to provide additional support to relevant DSOs and their locations
• Advocate for clients internally, prioritizing their needs and feedback in product development and service delivery.

Marketing and Promotion:

• Partner with the marketing team to develop and execute campaigns highlighting the value proposition of Pearl's technology.
• Represent Pearl at industry conferences, trade shows, and other events to showcase our solutions and engage with potential clients.

International Expansion:

• Support international expansion efforts by providing customer success, training, and education to potential clients outside the US.
• Develop strategies to cater to international clients' unique needs, ensuring consistent service quality and client satisfaction.

What You'll Need to Succeed

• Proven experience in a senior customer success role, preferably within the dental technology industry.
• Enterprise customer success experience is required. 
• Revenue-generating experience is also required.
• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent communication and presentation skills.
• Demonstrated ability to build and maintain strong client relationships.
• Strategic thinker with a passion for technology and innovation in dental care.
• Ability to travel frequently and work flexible hours.

What We Offer

• Competitive Benefits and Compensation Offerings
• Ongoing Training and Development Opportunities
• Unaccrued, Flexible PTO
• Remote Work

*Note, this position is open to remote candidates in the following states or those willing to relocate: AZ, DE, FL, GA, ID, IN, NC, PA, TX, UT, WI

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