Strategic Customer Success Associate

📋 Description

• Monitor utilization and adoption across assigned DSO accounts; build and send weekly utilization
• Flag at-risk and low-utilization locations early, join weekly escalation and churn-risk reviews
• Support enterprise health assessments, success plans, and re-engagement plans that keep KPIs on
• Call and email practices, clinicians, and regional leaders to re-engage low-usage offices and run
• Deliver and coordinate customer trainings, refreshers, Pearl Champion sessions, and office hours
• Hold weekly check-in calls with customer contacts and keep action items, recaps, and next steps

🎯 Requirements

• 2+ years in customer success, account support, clinical support, or a related customer-facing role
• Experience in a dental office or DSO (hygienist preferred, assistant, treatment coordinator, or
• Ability to read utilization data, spot trends, and turn them into clear next steps; comfort with
• Clear, professional, and empathetic writing and phone presence with clinicians, office managers
• Highly organized and self-directed, able to manage many accounts and a daily queue with strong
• A track record of adopting AI/LLMs and automation to eliminate manual work, and a habit of fixing

🎁 Benefits

• Competitive compensation and benefits
• Professional development and training opportunities
• Flexible, uncapped PTO
• Stock options