Account Management Lead

About the role

We're seeking an Account Management Lead to build and lead Pearl's Enterprise Account Management function from the ground up. You're a sales leader first and organizational builder — focused on accelerating Live ARR across your portfolio and your team's accounts — while creating a scalable function that becomes the backbone of enterprise customer success at Pearl. You'll bring a proven playbook and vision for how to scale account management across our growing DSO customer base. You'll own the commercial relationship for 3–5 strategic dental practice groups (75–499+ locations) while establishing best practices, building systems and processes, and developing a team of 3–5 Account Managers that oversees both mid-market (20–74 locations) and enterprise (75+ locations).

Responsibilities

• Build the Account Management function from the ground up — define role clarity, hiring profiles, compensation philosophy, and team structure
• Establish account management processes, playbooks, methodologies, and templates that scale across the team; define how we approach QBRs, account planning, expansion strategy, and customer engagement
• Hire, onboard, and develop a high-performing team of 3–5 Account Managers; set expectations, manage performance, and coach toward excellence
• Create and own team KPIs (revenue, retention, expansion, forecast accuracy, pipeline discipline); establish accountability standards and report up through the Go To Market Organization
• Own accounts from the point of a net-new customer's full estate commitment or an existing customer's expansion, and take responsibility for identifying growth opportunities, account health, and product adoption.
• Own 3–5 assigned Enterprise accounts as primary contact for customer leadership; own individual expansion ARR and retention targets
• Own the team's collective revenue performance and forecast; support Account Managers with complex closures and escalations
• Drive POC conversion, quantify expansion opportunities, manage renewals, and maintain accurate pipeline and 12-month account plans
• Proactively identify at-risk relationships and develop retention strategies
• Lead QBRs/EBRs for assigned accounts; prepare metrics-driven reviews demonstrating ROI and readiness for expansion
• Build account growth plans with clear milestones, success metrics, and risk identification
• Guide team through QBR preparation and execution; facilitate strategic planning sessions with key accounts
• Manage implementation timelines and success plans; coordinate with Onboarding, Product, and Analytics on customer priorities
• Design and implement Account Management function strategy, operating model, and tooling — bring your proven approach and recommend improvements to CRM, forecasting, pipeline discipline, and customer communication cadence
• Partner with Enterprise Sales, Solutions Consulting, and Operations to align on account strategy, go-to-market approach, and team structure
• Define how Account Management operates with Product, Engineering, Onboarding, and Analytics; establish escalation protocols and cross-functional workflows that scale
• Lead forecasting, pipeline reviews, quarterly business planning, and executive reporting; set the standard for team CRM discipline and customer file accuracy

Requirements

• 7+ years in enterprise account management, sales, or revenue growth, including 3+ years building or scaling a SaaS Account Management function — or establishing the playbook for one in a high-growth environment
• Proven track record of expanding existing accounts and driving revenue growth at scale, including POC conversions and complex sales-cycle closures, within large, multi-location customer relationships
• Demonstrated ability to build and articulate a repeatable account management playbook, backed by strong SaaS metrics/ROI modeling acumen and stakeholder management across C-suite and cross-functional teams
• Track record of mentoring and developing sales professionals as a self-directed leader who manages multiple accounts, direct reports, and competing priorities with strong organizational discipline and follow-through
• Demonstrated AI curiosity and a builder's mindset — quick to adopt AI/LLM tools and automation to eliminate manual workflows and create scalable systems, rather than waiting for the perfect process to be handed to you
• Healthcare or SaaS experience preferred; willingness to travel up