The 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.

This is a full-time, on-site role based in our Lehi, Utah office.

Customer Health & Utilization

Monitor utilization and adoption across assigned DSO accounts; build and send weekly utilization reports and tailor outreach based on what the data shows.

Flag at-risk and low-utilization locations early, join weekly escalation and churn-risk reviews, and give the AM clear, data-backed recommendations.

Support enterprise health assessments, success plans, and re-engagement plans that keep KPIs on track.

Re-engagement, Training & Adoption

Call and email practices, clinicians, and regional leaders to re-engage low-usage offices and run practice-level check-ins after trainings.

Deliver and coordinate customer trainings, refreshers, Pearl Champion sessions, and office hours; support workflow optimization sessions and expanded-initiative training.

Hold weekly check-in calls with customer contacts and keep action items, recaps, and next steps moving.

Clinical Companion to the Account Manager

Act 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.

Strategic Customer Success Associate

Responsibilities

Qualification

Required

Benefits

Company

Pearl

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