Customer Success Manager - SMB Dental Practices

About Pearly

Pearly is a rapidly evolving company focused on dental billing and payment software aiming to streamline the financial management of dental practices. Operating in a start-up environment, Pearly values team members who contribute significantly to product development, customer service, and business growth. This role is ideal for those who thrive in dynamic settings and want their efforts to have a visible impact.

Role Overview

As a Customer Success Manager, you will be responsible for managing the entire customer lifecycle for small and medium-sized dental business accounts, from initial onboarding to ensuring long-term satisfaction and business expansion. You will serve as the primary contact for customers, advocate their needs internally, and help establish an exceptional customer success function within the company.

Key Responsibilities

• Lead new SMB dental practice customers through a methodical onboarding process to ensure they are properly set up, trained, and actively using Pearly promptly.
• Manage a portfolio of SMB accounts by nurturing solid relationships to encourage product adoption, satisfaction, and retention.
• Engage proactively with customers through phone, video, and email communications, avoiding reactive support approaches.
• Serve as the initial responder for escalated customer issues, efficiently diagnosing and resolving concerns with a calm and solution-oriented mindset.
• Gather customer feedback to detect trends and relay customer insights to influence product improvements and business strategies.
• Identify opportunities for contract renewals and expansion within your accounts, collaborating closely with Sales to execute these initiatives.
• Contribute to the creation and refinement of customer success playbooks, workflows, and tools as a foundational team member.
• Collaborate cross-functionally with Sales, Support, and Product teams to deliver a seamless experience for customers.

Experience & Qualifications

• 2 to 5+ years experience in Customer Success, Account Management, Sales, or Customer Support, preferably within a SaaS environment.
• Strong verbal communication skills for phone and video conversations.
• Comfortable working in an ambiguous and fast-paced start-up setting, capable of establishing processes and adapting to shifting priorities.
• Excellent organizational skills with the ability to juggle multiple customer accounts and priorities simultaneously.
• Empathetic, patient, and able to guide customers toward desired outcomes while maintaining schedule adherence.
• Team-oriented with a willingness to assist wherever necessary.
• Availability aligned with East Coast (EST) working hours, ideally located near Atlanta, GA.

Preferred Candidates

• Experience in dental, healthcare, or medical billing software sectors.
• Background working in dental practice management or with Dental Service Organizations (DSOs) and independent practices.
• Familiarity with customer success platforms such as Gainsight, ChurnZero, HubSpot, or Intercom.
• Prior roles in high-growth startups or early-stage companies.

Why Join Pearly?

• Opportunity for significant ownership in a start-up setting where your efforts directly influence product and customer success.
• Contribute to innovating software solutions in the underserved dental practice market.
• Competitive base salary ranging from $70,000 to $100,000 depending on experience.
• Career growth potential with early involvement as the company scales.
• Collaborative, small, and motivated team culture focused on impact and enjoyment.