Account Management Lead

The Account Management Lead will build and lead Pearl's Enterprise Account Management function from the ground up. This role is for a sales leader and organizational builder focused on accelerating Live ARR across their portfolio and team's accounts, creating a scalable function that becomes the backbone of enterprise customer success at Pearl.

You will bring a proven playbook and vision for how to scale account management across Pearl's growing DSO customer base. You'll own the commercial relationship for 3–5 strategic dental practice groups (with 75–499+ locations) while establishing best practices, building systems and processes, and developing a team of 3–5 Account Managers that oversees both mid-market (20–74 locations) and enterprise (75+ locations).

Key Responsibilities

Team Leadership

• Build the Account Management function from the ground up — define role clarity, hiring profiles, compensation philosophy, and team structure.
• Establish account management processes, playbooks, methodologies, and templates that scale across the team; define how we approach QBRs, account planning, expansion strategy, and customer engagement.
• Hire, onboard, and develop a high-performing team of 3–5 Account Managers; set expectations, manage performance, and coach toward excellence.
• Create and own team KPIs (revenue, retention, expansion, forecast accuracy, pipeline discipline); establish accountability standards and report up through the Go To Market Organization.

Commercial Ownership & Revenue Growth

• Own accounts from the point of a net-new customer's full estate commitment or an existing customer's expansion, and take responsibility for identifying growth opportunities, account health, and product adoption.
• Own 3–5 assigned Enterprise accounts as the primary contact for customer leadership; own individual expansion ARR and retention targets.
• Own the team's collective revenue performance and forecast; support Account Managers with complex closures and escalations.
• Drive POC conversion, quantify expansion opportunities, manage renewals, and maintain accurate pipeline and 12-month account plans.
• Proactively identify at-risk relationships and develop retention strategies.

Customer Engagement & Execution

• Lead QBRs/EBRs for assigned accounts; prepare metrics-driven reviews demonstrating ROI and readiness for expansion.
• Build account growth plans with clear milestones, success metrics, and risk identification.
• Guide the team through QBR preparation and execution; facilitate strategic planning sessions with key accounts.
• Manage implementation timelines and success plans; coordinate with Onboarding, Product, and Analytics on customer priorities.

Function & Cross-Functional Leadership

• Design and implement Account Management function strategy, operating model, and tooling — bring your proven approach and recommend improvements to CRM, forecasting, pipeline discipline, and customer communication cadence.
• Partner with Enterprise Sales, Solutions Consulting, and Operations to align on account strategy, go-to-market approach, and team structure.
• Define how Account Management operates with Product, Engineering, Onboarding, and Analytics; establish escalation protocols and cross-functional workflows that scale.
• Lead forecasting, pipeline reviews, quarterly business planning, and executive reporting; set the standard for team CRM discipline and customer file accuracy.