Customer Success Manager (SMB)

About the role

Pearly Pearly is a fast-moving dental billing and payments software company dedicated to simplifying the financial aspects of dental practice management. We are currently in a start-up phase, meaning every team member plays a crucial role in shaping our product, serving our customers, and driving business growth.

Responsibilities

• Onboarding & Implementation: Guide new SMB dental practices through a structured onboarding process, ensuring they are fully set up, trained, and operational on Pearly.
• Customer Relationship Management: Build and maintain strong, trusting relationships with SMB accounts to drive adoption, satisfaction, and retention.
• Proactive Outreach: Regularly check in with customers via phone, video, and email to proactively address needs and prevent issues before they arise.
• Issue Resolution: Serve as the first point of contact for escalated customer concerns, resolving issues efficiently with a calm and solution-focused approach.
• Customer Advocacy: Collect and share customer feedback to inform product development and business strategy.
• Renewals & Expansion: Identify and pursue upsell and expansion opportunities within your customer portfolio, collaborating with Sales to implement these strategies.
• Process Building: Contribute to the creation of playbooks, workflows, and tooling to support the growth of our Customer Success function.
• Cross-functional Collaboration: Work closely with Sales, Support, and Product teams to ensure a cohesive and exceptional customer experience.

Requirements

• 2 to 5+ years of experience in Customer Success, Account Management, Sales, or Customer Support, preferably in a SaaS environment.
• Excellent communication skills, particularly on the phone and video calls.
• Comfortable with ambiguity and able to adapt to a fast-paced start-up environment.
• Strong organizational skills and the ability to manage multiple accounts and priorities effectively.
• Empathetic and patient with customers, while also driving them towards desired outcomes.
• A collaborative team player willing to contribute to various areas of the business as needed.
• East Coast availability, aligning with EST working hours.
• Bonus points for experience in dental, healthcare, or medical billing software, background in dental practice management, familiarity with CS tools, and experience at a high-growth startup.

Benefits

We offer competitive compensation, starting at $70,000 to $100,000 base salary, commensurate with experience. Join us as we grow together and make a meaningful impact in the dental industry.