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

For NY, CA, CO, MA, CT, VT, and MN applicants the pay range is $75,000 - $85,000 DOE.