{"id":2188558,"url":"https://alion.io/job/pearl-strategic-customer-success-associate","title":"Strategic Customer Success Associate","company":{"id":5154,"name":"Pearl","domain":"hellopearl.com","url":"https://alion.io/company/pearl","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lehi, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":40000,"max_usd":76000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1202},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Computer Vision","optional":false},{"name":"HubSpot","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-09T13:58:55Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-21T05:01:19Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"About Pearl\nPearl is shaping the future of dentistry with a suite of AI solutions built 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, which clinicians, practice owners, labs, and insurers use to elevate the efficiency, accuracy, and consistency of dental care. Today, Pearl is the AI-powered clinical operations platform for dental service organizations (DSOs), supporting hundreds of locations.\nThe Role\nThe Strategic Customer Success Associate (CSA) is the day-to-day engine of customer health for Pearl's enterprise DSO accounts. You partner directly with an Enterprise Account Manager (AM): the AM owns the commercial relationship, revenue, and executive strategy; you own the operational pulse of the account and serve as the AM's clinical companion and counterpart. You watch utilization, spot risk early, re-engage offices, drive training and adoption, and make sure customer feedback, surveys, and data are in the hands of the AM when it matters. This is a hands-on, high-volume role for a builder who uses data and AI to do the work of a much larger team.\nThis is a full-time, on-site role based in our Lehi, Utah office.\nKey Responsibilities\nCustomer Health & Utilization\nMonitor utilization and adoption across assigned DSO accounts; build and send weekly utilization reports and tailor outreach based on what the data shows.\n\nFlag at-risk and low-utilization locations early, join weekly escalation and churn-risk reviews, and give the AM clear, data-backed recommendations.\n\nSupport enterprise health assessments, success plans, and re-engagement plans that keep KPIs on track.\n\nRe-engagement, Training & Adoption\nCall and email practices, clinicians, and regional leaders to re-engage low-usage offices and run practice-level check-ins after trainings.\n\nDeliver and coordinate customer trainings, refreshers, Pearl Champion sessions, and office hours; support workflow optimization sessions and expanded-initiative training.\n\nHold weekly check-in calls with customer contacts and keep action items, recaps, and next steps moving.\n\nClinical Companion to the Account Manager\nAct as the clinical voice on the account: translate product workflows and clinician feedback into practical guidance, and join customer meetings as the AM's counterpart.\n\nTriage clinician feedback from meetings (for example, scheduling a doctor call or sending a clinical survey after negative feedback).\n\nDrive survey completion with offices and doctors, and synthesize results for the AM and internal teams.\n\nCustomer Support, Billing & Escalation\nMonitor open support tickets and customer channels (email and Slack) on assigned accounts; resolve quick-win issues and escalate urgent or complex issues to the right team immediately.\n\nTriage billing questions, research answers in HubSpot and internal systems, and validate data that differs between systems.\n\nCapture product feedback and recurring pain points and route them to Product and Support.\n\nAccount Prep, CRM & Data Integrity\nKeep HubSpot accurate and current: log calls, notes, and contact updates daily using Pearl's CRM standards.\n\nSupport account roll-out plans, QBR/EBR preparation, and internal workflow and operational planning.\n\nBuild and refine repeatable workflows, templates, and AI-assisted processes (inbox triage, draft responses, reporting) that make the team faster.\n\nWhat You'll Need to Succeed\nExperience: 2+ years in customer success, account support, clinical support, or a related customer-facing role; SaaS or healthcare technology experience preferred.\n\nDental familiarity: Experience in a dental office or DSO (hygienist preferred, assistant, treatment coordinator, or office manager) or deep interest in dental technology is a significant plus; clinical background is a strong asset.\n\nData comfort: Ability to read utilization data, spot trends, and turn them into clear next steps; comfort with spreadsheets, dashboards, and CRM (HubSpot preferred).\n\nCommunication: Clear, professional, and empathetic writing and phone presence with clinicians, office managers, and regional leaders.\n\nOwnership: Highly organized and self-directed, able to manage many accounts and a daily queue with strong follow-through.\n\nAI curiosity & builder's mindset: A track record of adopting AI/LLMs and automation to eliminate manual work, and a habit of fixing bottlenecks instead of waiting for a perfect process.\n\nCollaboration: Comfortable partnering with Account Managers, Sales, Implementation, Support, Product, and RevOps in a fast-paced startup environment.\n\nLogistics: Full-time, on-site in Lehi, Utah\n\nWhat We Offer\nCompetitive compensation and benefits\n\nProfessional development and training opportunities\n\nFlexible, uncapped PTO\n\nStock options","description_format":"text","description_chars":4862,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development","Stock options"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical Imaging Systems","Medical AI"],"lifecycle":[{"event":"open","at":"2026-10-09T17:00:31Z"}],"visa":[],"liveness":{"score":73,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.811,"p_room":0.9,"age_days":11,"expected_fill_days":21,"reasons":["conf:0","win:mid","comp:junior"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/pearl-strategic-customer-success-associate","json_url":"https://alion.io/job/pearl-strategic-customer-success-associate.json","meta":{"generated_at":"2026-10-21T09:00:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12792,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5154},"rest":"https://alion.io/mcp/rest/get_company?id=5154"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpearl-strategic-customer-success-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpearl-strategic-customer-success-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpearl-strategic-customer-success-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pearl-strategic-customer-success-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpearl-strategic-customer-success-associate"}]}