Implementation Specialist

WORKWITHUS

Pearly is a high-growth B2B SaaS and payments company at a critical inflection point. With deep product-market fit and over 2,500 dental offices across DSOs, groups, and private practices on the platform, we're now looking for builders to help shepherd the next stage of growth.

Because we're lean, you won't be inheriting legacy process or systems debt. You'll be building from a clean slate: leveraging process, technology, and AI in smart, creative ways to accelerate growth and productivity across dental billing, payments, and engagement.

We are a team of high-talent, high-integrity people who genuinely enjoy the art of building and competing; honing our craft and getting better each day, both as individuals and as a team. We care deeply about good outcomes, but just as much about how we get there with smart, passionate people who hold each other to a high standard, move fast, and take pride in the work.

That's what makes Pearly feel different. The caliber of the people and the intentionality behind how we operate.

We invest in the personal and professional growth of every team member because we believe that growth leads to both business success and personal fulfillment.

If that resonates with you, we'd love to hear from you. Take a look at our open roles below and let's build something great together.

Atlanta, GA;
Santa Barbara, CA

Full time

Hybrid

Customer Success

September 1, 2026 at 3:00 AM GMT

The Implementation Specialist owns the post-contract onboarding lifecycle for every new Pearly account, regardless of segment - from Committed through Go-Live. This role is responsible for getting new practices fully configured, trained, and confident in the platform, then handing off a well-documented, "Adopted" account to the Account Management CSM for ongoing relationship management, retention, and expansion. Where the Account Management CSM owns the long-term customer relationship, the Implementation Specialist owns the critical first stretch: turning a signed contract into a live, functioning customer.

This is a full life-cycle implementation role covering the entire book - SMB through Enterprise - rather than a single segment, and is a core seat in Pearly's CS model alongside the Account Management CSM.

Implementation & onboarding delivery ~75%

• Kickoff through go-live, all segments

Cross-functional coordination ~15%

• Sales handoff, Product/Eng escalations, CSM handoff

Support queue coverage ~10%

• Support queue overflow + PTO backfill

• Own onboarding for all newly signed accounts across every segment, managing pacing and prioritization across a mixed caseload.
• Lead structured kickoff calls that define scope, timeline, stakeholders, and success criteria with each practice.
• Configure the Pearly platform - PMS integration, payment setup, user permissions, and workflows - to match each practice's specific needs.
• Run live training sessions for practice staff and providers, ensuring functional competency before go-live.
• Track onboarding milestones and early account-health signals in Pylon, escalating risk early.

• Validate the automated Hub Spot to Pylon handoff at Committed, confirming segment and account data are accurate before kickoff.
• Partner with the CSM on a documented go-live handoff once an account reaches "Closed Won" status.
• Surface technical or product gaps discovered during implementation to cross-functional stakeholders, with clear reproduction detail and proposed solutions (where applicable).
• Provide light Support queue coverage for overflow and PTO backfill, consistent with the team's shared coverage model.

• Help build and maintain onboarding playbooks, templates, and segment-specific workflows as the customer base grows.
• Identify recurring onboarding friction points and propose process or tooling improvements.

• Time-to-go-live from Committed to Closed Won status
• Onboarding CSAT / NPS
• % of accounts reaching "Adopted" status within target window
• Handoff quality, based on CSM…