Vice President of Customer Success

• As revenue-first leader, the VP of Customer Success will own Pearl’s customer base and directly drive NRR. The leader will ensure clients across all segments realize the full value of our AI innovations, overseeing all customer success initiatives to deliver exceptional client outcomes, strong retention, and sustained revenue expansion
• Customer Success Strategy
• Develop and execute a comprehensive revenue-oriented CS strategy, ensuring all clients realize the full value of Pearl’s products; Own NRR, GRR, and expansion ARR as primary business metrics aligned with Pearl’s growth targets
• Achieve measurable reductions in gross churn and increases in expansion ARR by designing scalable programs using automation, learning management systems, and AI driven tools
• Team Leadership and Development
• Build, mentor, and inspire a high-performing customer success team, overseeing onboarding, retention, and account management sub-teams with a strong client-first mindset
• Define clear KPIs, goals, and success metrics; foster collaboration across Customer Success, Sales, Marketing, and Product
• Client Onboarding and Adoption
• Partner with implementation and technical support teams to deliver seamless onboarding, ensuring customers achieve measurable ROI quickly after activation
• Create tailored adoption strategies with defined time-to-value targets for different customer segments
• Partnership Management
• Scale the Customer Success function through technology, automation, and strategic resourcing; build trusted relationships with KOL and key clients
• Serve as the escalation point for major client issues, ensuring timely resolution and satisfaction
• Cross-Functional Collaboration
• Partner closely with Sales, Marketing, and Product to ensure customers realize Pearl’s value proposition across their full lifecycle
• Align tools, data, and best practices between SMB and Enterprise Customer Success teams, sharing insights to improve the overall customer journey
• Feedback and Continuous Improvement
• Own GRR, NRR, ARR, and time-to-value by segment as primary success metrics; collect and analyze client feedback and usage data to continuously improve retention and expansion outcomes
• Deliver measurable improvement in NPS, retention, and referral rates through systematic feedback loops- including NPS surveys, focus groups, and post launch reviews; collaborate with Product and Engineering to translate client insights into product improvements that drive adoption and retention
• Partner Success & Customer Advocacy
• Support channel and technology partners with training, enablement, and resources; represent Pearl in partner meetings to ensure joint success
• Champion the customer’s voice across the company, ensuring feedback informs roadmap, service delivery, and ongoing learning and enablement
• Marketing, Promotion & International Expansion
• Partner with Marketing to develop retention and expansion campaigns; represent Pearl at key industry events, trade shows, and conferences
• Own Pearl’s international CS outcomes- executing tailored regional strategies that protect and grow international ARR

### Benefits

• Healthcare: Our robust range of PPO and HMO offerings have your dental, vision, and general health covered from day-one
• Ongoing learning: We want our team members to grow with us, so we invest whenever there’s a chance to expand an employee’s skill
• Unlimited vacation: Maintain a healthy work and life balance with unlimited paid time off anytime you need to recharge
• Home office: Wherever you call office, we make sure that you have all the technologies and supplies you need to succeed
• Company gatherings: We work remotely but we play together at annual off-sites, regional team dinners, and virtual happy hours- Passion for technology and innovation in dental care; willingness to travel and operate across multiple time zones
• Proven leadership experience in Customer Success within SaaS technology, with a demonstrated track record of owning and growing NRR; dental or medical background is a plus, but not a requirement
• Exceptional leadership, communication, and stakeholder management skills with a strategic mindset and hands-on execution ability
• Strong track record managing enterprise and SMB accounts with measurable revenue impact and deep understanding of recurring revenue models and customer lifecycle metrics