Strategic Customer Success Manager - Enterprise

Strategic Customer Success Manager - Enterprise ABOUT PEARL Pearl is shaping the future of dentistry with a suite of AI solutions engineered to establish higher standards of quality and care for patients worldwide. Since 2019, our team has developed FDA-cleared computer vision capabilities for the interpretation of 2D and 3D dental imagery, industry-leading technology that clinicians, practice owners, labs, and insurers use to elevate the efficiency, accuracy, and consistency of dental care globally. THE ROLE The Strategic CSM owns a portfolio of DSO accounts with a clear mandate: drive ARR expansion through deep customer satisfaction. You will be measured on net revenue retention, upsell and cross-sell execution, and your ability to turn pilot accounts into full enterprise deployments, with customer health and clinical outcomes as the engine behind that growth. The best candidates have a track record of growing enterprise accounts and understand that lasting revenue expansion is built on trust, adoption, and demonstrated value. WHAT YOU'LL OWN Account Health & Executive Relationships - Serve as the strategic partner for an assigned DSO portfolio, owning account health end-to-end - Build and maintain trusted relationships across the org, from clinical staff to Chief Dental Officer to CFO - Develop and execute account plans that align Pearl's platform to each DSO's business goals, KPIs, and expansion roadmap - Lead EBRs and QBRs that reinforce ROI, surface expansion opportunities, and build executive buy-in ARR Expansion - Own net revenue retention and expansion ARR as your primary KPIs - Drive full platform adoption across every location in your portfolio: Second Opinion, Practice Intelligence, Precheck, and Voice - Partner with Sales on upsell and cross-sell motions; lead commercial conversations with DSO operators and C-suite stakeholders - Convert pilot deployments into system-wide rollouts with measurable ARR growth at each stage Adoption & Value Realization - Own the onboarding-to-adoption arc: get accounts live fast, get them fully utilized, and document the value - Proactively monitor utilization across locations, identify gaps, and drive targeted interventions - Translate clinical data, case detection trends, and utilization metrics into compelling ROI narratives for both operators and executives - Lead change management across clinical and administrative teams during onboarding and expansion WHAT WE'RE LOOKING FOR - 3–5 years in Customer Success, Account Management, or Solutions Consulting with enterprise SaaS required, dental industry strongly preferred - Demonstrated track record of ARR expansion inside complex enterprise accounts - Comfortable owning commercial conversations and navigating multi-stakeholder DSO environments - Strong executive presence with the ability to present to C-level audiences and lead high-stakes QBRs - Data-driven, able to build ROI analyses, interpret utilization data, and translate it into action - Self-directed; you set your own agenda, flag risks early, and don't wait to be managed - CRM proficiency required (HubSpot or Salesforce); familiarity with dental PMS platforms a plus WHAT WE OFFER - Competitive base + performance compensation tied to ARR expansion targets - Uncapped growth potential within a fast-scaling AI platform company - Flexible, unaccrued PTO - Remote-first with periodic travel to DSO accounts