[Hiring] Head of Customer Success @Pearl AI

Head of Customer Success – Remote Position at Pearl AI

Date Posted: July 8, 2024
Location: USA (Remote)

About Pearl AI

Pearl AI is revolutionizing dentistry with advanced AI solutions, setting new standards for patient care globally. Established in 2019, our team has developed state-of-the-art, FDA-cleared computer vision capabilities for interpreting 2D and 3D dental imagery. These industry-leading tools are utilized by clinicians, practice owners, and insurers to enhance the efficiency, accuracy, and consistency of dental care.

Position Overview

We are seeking a dynamic and experienced Head of Customer Success to join our remote team. The successful candidate will lead initiatives that ensure our clients achieve maximum value from Pearl AI’s innovative solutions. Key focuses include client satisfaction, retention, and revenue growth.

Key Responsibilities

Customer Success Strategy

• Formulate and implement a comprehensive customer success strategy for DSOs and SMBs to fully leverage Pearl's products.
• Ensure alignment of customer success initiatives with overall business goals for accelerated Annual Recurring Revenue (ARR) growth.
• Develop strategies to address churn mitigation, ARR expansion, upselling, and customer satisfaction.

Team Leadership and Development

• Build and lead a high-performing customer success team with a focus on DSO clients.
• Mentor team members and foster a client-centric culture.
• Set clear objectives, performance metrics, and KPIs to drive client success and satisfaction.

Client Onboarding and Adoption

• Work with onboarding and technical support teams to ensure a seamless implementation and fast adoption of Pearl’s products.
• Create personalized onboarding experiences for DSO clients and their locations.
• Develop and implement strategies to drive product adoption across various client segments.

Relationship Management

• Expand the SMB customer success team using technology, automation, and outsourcing.
• Build and maintain strong relationships with DSOs, acting as a trusted partner.
• Serve as the primary contact for escalated client issues, ensuring timely resolutions.

Feedback and Continuous Improvement

• Gather and analyze client feedback to continuously improve Pearl’s offerings.
• Administer Net Promoter Score (NPS) surveys and organize focus groups for qualitative insights.
• Collaborate with product development to incorporate client feedback into improvements.

Customer Support and Advocacy

• Provide ongoing support and address clients’ questions or concerns regarding product usage.
• Partner with training and educational groups to support DSOs and their locations.
• Advocate for clients internally to prioritize their needs in product development.

Marketing and Promotion

• Work with the marketing team to craft campaigns that highlight Pearl’s value proposition.
• Represent Pearl at industry events to showcase our solutions and engage potential clients.

International Expansion

• Support global expansion by offering customer success, training, and education to international clients.
• Develop strategies to cater to the unique needs of international clients, ensuring consistent service quality.

Qualifications

• Extensive experience in a senior customer success role, ideally within the dental technology industry.
• Proven experience in enterprise customer success and revenue generation.
• Strong leadership abilities and the capacity to inspire and motivate a team.
• Exceptional communication and presentation skills.
• Proven ability to build and maintain robust client relationships.
• A strategic mindset with a passion for technology and innovation in dental care.
• Willingness to travel frequently and work flexible hours.

What We Offer

• Competitive benefits and compensation package.
• Ongoing training and development opportunities.
• Flexible,