About Pearl

Pearl is shaping the future of dentistry with a suite of AI solutions developed to establish higher standards of quality and care for patients worldwide. Since 2019, our team has engineered FDA-cleared computer vision capabilities for interpretation of 2D and 3D dental imagery — industry-leading capabilities which clinicians, practice owners, labs, and insurers use to elevate the efficiency, accuracy, and consistency of dental care around the world.

Who We’re Looking For

We are seeking a customer-centric, proactive, and highly motivated individual to join our Customer Success team as a Customer Success Retention Specialist. This specialized role is dedicated to reducing churn and ensuring long-term customer retention by saving accounts at risk for churn. The Retention Specialist works closely with at-risk customers and cross-functional teams, using data and customer insights to deliver targeted solutions that address customer pain points and drive value. Ideal candidates will have a successful track record of retaining high-risk accounts and improving customer satisfaction.

Responsibilities:

• Partner with Account Management to identify customers at risk for churn and create tailored action plans to address challenges and concerns.
• Engage directly with at-risk customers to understand their unique needs and provide solutions that demonstrate Pearl’s value.
• Collaborate with internal teams, including Sales, Customer Support, and Product, to deliver a seamless customer experience and ensure quick issue resolution for at-risk accounts.
• Analyze customer health metrics and usage data to proactively identify early signs of disengagement or dissatisfaction.
• Design and execute targeted outreach campaigns to re-engage at-risk customers and prevent churn.
• Manage escalations and serve as the dedicated point of contact for high-risk accounts, working to rebuild relationships and improve customer outcomes.
• Drive customer retention through customized strategies that align with Pearl’s long-term value proposition.
• Track and report on key performance metrics, including retention rate, save rate, and churn reduction, and share insights with leadership.
• Develop and share best practices for churn prevention, customer engagement, and retention.
• Advocate for customer needs internally and influence product development based on customer feedback and challenges.

What You’ll Need to Succeed

• 5+ years of experience in Customer Success, Account Management, or a related field, with a focus on customer retention and churn management.
• Proven track record of successfully retaining at-risk accounts and reducing customer churn.
• Strong analytical skills with the ability to interpret customer data and turn insights into action.
• Excellent communication and problem-solving skills, with the ability to manage challenging conversations and deliver creative solutions.
• Experience working cross-functionally in a fast-paced, dynamic environment.
• Proficiency with CRM systems (e.g., Hubspot) and customer success tools (e.g., Gainsight).
• Experience in SaaS or technology-driven industries; dental or healthcare industry experience is a plus.

What We Offer

• Competitive Benefit and Compensation Offerings
• Ongoing Training and Development Opportunities
• Unaccrued, Flexible PTO
• Remote Work Flexibility