Head of Enterprise Customer Experience

About Pearl, Inc.

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.

Position Overview:

We are seeking a customer-centric, energetic, and highly-motivated individual to lead our Enterprise Post-Sale Team.The Head of Global Enterprise Customer Experience will be responsible for developing and executing a world-class customer experience strategy for our enterprise clients across the globe. This person will lead a diverse team and collaborate cross-functionally to ensure that all customer touchpoints are seamless, impactful, and aligned with our company’s goals. By leveraging customer insights, data analytics, and AI-driven solutions, you will work to continuously elevate the customer journey, ensuring the highest levels of satisfaction, retention, and advocacy.

Key Responsibilities:

• Data-Driven Decision Making: Use data analytics and AI-driven insights to track key performance metrics (e.g., NPS, CSAT, retention rates) and drive continuous improvement in customer experience programs.
• Strategic Leadership: Develop and implement a global customer experience strategy tailored to enterprise clients, aligning with the company’s overall vision and growth objectives.
• Customer Journey Optimization: Oversee the end-to-end customer journey, ensuring consistency, personalization, and excellence across all touchpoints, from onboarding and implementation to post-sale support and renewals.
• Team Leadership: Lead and mentor a global team of Implementation Managers, Enterprise Trainers, and Strategic Customer Success Managers, ensuring they have the tools, resources, and support needed to drive success and exceed customer expectations.
• Cross-Functional Collaboration: Work closely with product, sales, marketing, and customer success teams to ensure customer feedback is integrated into the product roadmap and customer engagement strategies.
• Customer Advocacy: Build strong relationships with key stakeholders and senior executives within enterprise accounts, ensuring their needs are met and that they serve as long-term advocates for the company.
• Global Focus: Manage customer experience initiatives across different regions, ensuring cultural nuances are considered and that global clients receive a personalized experience.
• Change Management: Guide the organization through changes in customer experience processes, ensuring buy-in from internal teams and a smooth transition for clients.

Customer Retention & Growth: Implement strategies to improve customer retention, reduce churn, and increase customer lifetime value through exceptional service and proactive engagement.

Top Skills and Qualifications:

• Data-Driven: Strong analytical skills, with the ability to interpret data and insights to make strategic decisions and measure customer experience performance.
• Leadership & Team Management: Proven ability to lead, motivate, and develop high-performing teams, particularly in a global, cross-functional environment.
• Enterprise Client Experience: Extensive experience managing and improving customer experience for large-scale, global enterprise clients, preferably in the SaaS or AI industry.
• Dental Industry & Product Expertise- Deep understanding of both the dental and SaaS industry, enterprise technology ecosystems, and how Pearl products fit into customers' workflow
• Customer-Centric Mindset: Deep understanding of customer needs and a passion for delivering exceptional, personalized experiences at every touchpoint.
• AI and SaaS Knowledge: Strong knowledge of AI and SaaS technologies, with the ability to understand and communicate how these solutions drive value for enterprise clients.
• Process Optimization: Expertise in identifying inefficiencies and driving improvements in customer experience processes to increase satisfaction and reduce friction.
• Communication & Stakeholder Management: Exceptional communication skills with the ability to influence, negotiate, and build relationships with senior leadership and enterprise clients.
• Change Management: Experience leading organizational change initiatives, particularly in relation to improving customer experience and satisfaction.
• Problem-Solving: Strong critical thinking skills, with the ability to quickly address and resolve customer concerns and challenges.
• Customer Advocacy: Track record of creating programs that turn customers into brand advocates and reduce churn.

Preferred Qualifications:

• Bachelor’s degree in Business, Marketing, or related field (MBA is a plus).
• 7+ years of experience in customer experience, customer success, or related roles within a SaaS or AI-driven company, with at least 3 years in a leadership role.
• Experience with customer experience platforms (e.g., Hubspot, Gainsight, Salesforce Service Cloud) and analytics tools
• Strong understanding of AI and machine learning concepts and how they are applied to enhance customer experiences.

What We Offer

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