Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of 300–500 dental practices as the primary point of contact, responsible for adoption, retention, and growth.

• Promote product adoption through digital one-to-many initiatives, in-app guidance, webinars, office hours, targeted campaigns, and strategic high-touch outreach.

• Utilize product usage data to pinpoint underutilization and guide practices towards valuable features.

• Increase expansion revenue by analyzing customer health and business indicators, including usage trends, sentiment scores, closed appointments, and revenue generation.

• Recognize churn risk and engage in proactive outreach.

• Oversee reactive retention efforts when practices express concerns.

• Manage contract renewals and assess risk while remaining accountable for gross and net revenue retention.

• Employ customer health and usage dashboards to categorize accounts and prioritize tasks.

• Incorporate and integrate AI tools into daily operations.

• Collaborate with Onboarding, Support, Sales, and Customer Experience leadership on handoffs, escalations, growth opportunities, and at-risk accounts.

• Act as the customer advocate to the Product team.

• Contribute to the development of playbooks, health-scoring models, and outreach strategies.

⛳️ Requirements

• Experience in the healthcare sector (preferably in the dental field).

• Proven experience engaging with high-level practice owners and comprehending the complexities of managing a dental practice.

• Background in customer success, account management, or customer-facing sales, preferably within a SaaS environment.

• Proven history of retaining and expanding a portfolio of clients.

• Comfort in managing a high-volume, digitally-driven portfolio of accounts.

• Commercially-minded, outcomes-focused approach aimed at achieving adoption, retention, and expansion goals.

• Strong proficiency in data analysis, including the interpretation of usage and health metrics.

• Outstanding communication abilities.

• Capability to utilize AI tools and automation in daily tasks.

• Demonstrated business insight and skill in articulating value and influencing stakeholders.

• Confidence in navigating uncertainty and self-direction in a dynamic, early-stage setting.

• High technical aptitude and quick adaptability to new software.

• Strong sense of accountability and exceptional organizational skills.

• Experience working with SMB owners and operators is preferred.

• Familiarity with customer success platforms like Gainsight, Vitally, or Catalyst, or CRMs such as HubSpot or Salesforce is a plus.

🏝️ Benefits

• Competitive salary and equity options.

• Some positions may qualify for performance-based incentives or bonuses.

• Comprehensive health, dental, and vision insurance.

• 401(k) retirement plan.

• Flexible vacation policy.

• Remote-friendly workplace culture.