Customer Success Manager (SMB)

Pearlyplan Inc.

Job Overview

Location

Atlanta, GA

Job Type

Full-time

Full Job Description

📋 Description

• Own the full customer journey for SMB dental practices, guiding them from onboarding through long-term retention and growth.
• Conduct structured onboarding sessions to ensure new customers are set up, trained, and live on Pearly’s dental billing and payments platform quickly and successfully.
• Manage a portfolio of SMB accounts, building trusted relationships that drive product adoption, satisfaction, and retention through consistent, proactive outreach.
• Perform regular check-ins with customers via phone, video, and email—never waiting for issues to arise—to anticipate needs and strengthen engagement.
• Serve as the first line of support for escalated customer concerns, resolving issues with a calm, solutions-first approach and minimizing churn.
• Collect and synthesize customer feedback to identify trends, pain points, and feature requests, then advocate for those insights within product and business teams.
• Identify upsell and expansion opportunities within existing accounts and collaborate with Sales to execute growth initiatives.
• Help build and refine Customer Success playbooks, workflows, and tooling as an early hire, shaping how the function scales across the organization.
• Work cross-functionally with Sales, Support, and Product teams to ensure a seamless, unified customer experience from first contact through renewal.
• Act as the primary voice of the customer internally, translating real-world usage and feedback into actionable business and product improvements.
• Maintain high organizational standards while managing multiple accounts, competing priorities, and dynamic startup timelines with precision and adaptability.
• Demonstrate empathy and patience with customers while holding them accountable to timelines and outcomes to drive measurable success.
• Contribute to a collaborative, fast-paced startup culture where every team member has direct impact on product direction and customer experience.
• Align with East Coast working hours (EST) and maintain availability during core business hours to support customer needs effectively.

🎯 Requirements

• 2 to 5+ years of experience in Customer Success, Account Management, Sales, or Customer Support, ideally in a SaaS environment
• Excellent communication skills on phone and video calls, not limited to email
• Comfort with ambiguity and fast-paced startup environments; ability to build structure where none exists
• Strong organizational skills to manage multiple accounts and competing priorities simultaneously
• Empathetic and patient with customers while driving toward outcomes and timelines
• East Coast availability (EST time zone); strong preference for candidates based in Atlanta, GA

🏖️ Benefits

• Start-up ownership: Direct impact on product development and customer experience
• Meaningful market: Help modernize underserved dental practice financial operations
• Competitive compensation: $70,000 to $100,000 base salary, commensurate with experience
• Growth opportunity: Early-stage role with potential to grow alongside the company as it scales
• Collaborative team: Small, focused, fun, and driven team environment

Skills & Technologies

Onsite

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Pearlyplan Inc.

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About Pearlyplan Inc.

Pearlyplan is a tech company focused on simplifying financial planning and wealth management for individuals. Their platform offers tools for budgeting, saving, investing, and retirement planning, aiming to make complex financial concepts accessible and actionable. By leveraging technology, Pearlyplan provides personalized insights and guidance to help users achieve their financial goals. The company operates in the fintech industry, catering to a broad audience seeking to improve their financial literacy and build long-term wealth. Their services are designed to be user-friendly, empowering individuals to take control of their financial future with confidence.

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