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Pearl is an AI-powered clinical operations platform for dental service organizations (DSOs), offering FDA-cleared computer vision solutions for dental imaging interpretation. The company serves hundreds of dental locations and is building the future of dentistry through AI-driven quality and care standards.
The Strategic Customer Success Associate is the operational engine for Pearl's enterprise DSO accounts, working as the day-to-day partner to Enterprise Account Managers. While the AM owns commercial relationships and revenue strategy, you own the operational health of assigned accounts and serve as the clinical counterpart to the AM.
Key responsibilities include:
**Customer Health & Utilization:** Monitor utilization and adoption across DSO accounts; build and send weekly utilization reports tailored to account needs. Flag at-risk and low-utilization locations early, participate in weekly escalation and churn-risk reviews, and provide data-backed recommendations to the AM. Support enterprise health assessments, success plans, and re-engagement initiatives.
**Re-engagement, Training & Adoption:** Call and email practices, clinicians, and regional leaders to re-engage low-usage offices and conduct practice-level check-ins post-training. Deliver and coordinate customer trainings, refreshers, Pearl Champion sessions, and office hours. Support workflow optimization and expanded-initiative training. Hold weekly check-in calls with customer contacts, managing action items and next steps.
**Clinical Companion Role:** Act as the clinical voice on accounts, translating product workflows and clinician feedback into practical guidance. Join customer meetings as the AM's counterpart. Triage clinician feedback (e.g., scheduling doctor calls, sending clinical surveys). Drive survey completion and synthesize results for the AM and internal teams.
**Support, Billing & Escalation:** Monitor open support tickets and customer channels (email, Slack) on assigned accounts. Resolve quick-win issues and escalate urgent or complex issues immediately. Triage billing questions, research answers in HubSpot and internal systems, and validate cross-system data discrepancies. Capture product feedback and route recurring pain points to Product and Support.
**Account Operations & CRM:** Maintain HubSpot accuracy with daily call logs, notes, and contact updates per Pearl's CRM standards. Support account rollout plans, QBR/EBR preparation, and internal operational planning. Build and refine repeatable workflows, templates, and AI-assisted processes (inbox triage, draft responses, reporting) to increase team efficiency.
This is a full-time, on-site role in Lehi, Utah. You will work with a fast-paced startup team across Account Management, Sales, Implementation, Support, Product, and RevOps.
**Requirements:**
- 2+ years in customer success, account support, clinical support, or related customer-facing role; SaaS or healthcare technology experience preferred
- Dental familiarity: experience in a dental office or DSO (hygienist preferred, or assistant, treatment coordinator, office manager); or deep interest in dental technology; clinical background is a strong asset
- Data comfort: ability to read utilization data, spot trends, and translate into clear next steps; comfort with spreadsheets, dashboards, and CRM (HubSpot preferred)
- Communication: clear, professional, and empathetic writing and phone presence with clinicians, office managers, and regional leaders
- Ownership: highly organized and self-directed; able to manage multiple accounts and daily queue with strong follow-through
- AI curiosity and builder's mindset: track record of adopting AI/LLMs and automation to eliminate manual work; habit of fixing bottlenecks rather than waiting for perfect processes
- Collaboration: comfortable partnering across functions in a fast-paced startup environment
- Must be available for full-time, on-site work in Lehi, Utah
