Opportunities at Craft portfolio companies


Customer Success Manager



Posted on Tuesday, February 22, 2022

Pearl is shaping the future of dentistry with a suite of AI solutions developed to establish new, higher standards of quality and care across dental healthcare. Since launching Pearl in 2019, our team of AI pioneers have engineered industry-leading computer vision capabilities for interpretation of 2D and 3D dental imagery––capabilities which clinicians, practice owners, labs and insurers use to elevate the efficiency, accuracy and consistency of dental care around the world.

We are seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within assigned dental practice accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully. Ideal candidates will take initiative, respond quickly and creatively to dynamic situations and show ownership. 

Roles and Responsibilities

  • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Provide proactive strategy with their assigned customer accounts
  • Work with customers to ensure they are leveraging Pearl’s suite of tools effectively and finding value in our services
  • Become an expert in Pearl’s provider-focused product offerings and educate customers on the use and benefits of our products
  • Work closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
  • Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
  • Efficiently manage time and focus o to ensure fulfillment of all activities essential to facilitating customer satisfaction, account renewal, and account growth
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Maintain a revenue base by managing account retention and renewal

Traits and Skills

  • Bachelor’s Degree (or equivalent work experience)
  • 3+ years of experience in Customer Success, Consulting, Sales or related field
  • 2+ years of experience working in and with dental practices
  • Experience implementing and employing software solutions in a dental practice
  • Ability to read 2D dental radiography 
  • Exceptional client management and communications skills
  • Understand the Practice Intelligence® business model
  • Willingness to travel to customer locations as needed
  • Strong presentation, meeting facilitation, and written communication skills
  • Meticulously Organized
  • Autonomous 


  • Talented, energetic teammates
  • Fun and fast-paced work environment
  • Ongoing learning and development
  • Stock options, 401k, medical/dental/vision benefits
  • Unlimited vacation policy