Customer Success Manager

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

📋 Description

• Act as the primary liaison for group practice onboardings, collaborating across various locations, stakeholders, and internal teams.

• Set clear ramp-up objectives for 30, 60, and 90 days.

• Track new account performance and take immediate action when utilization falls short of expectations.

• Assist practices in integrating Incisive into their current restorative and digital processes.

• Work with internal teams to resolve implementation, lab, product, or service challenges.

• Assess account health and detect early indicators of customer risk.

• Proactively tackle underutilization, dissatisfaction, service challenges, or other obstacles.

• Formulate account-specific plans to recover accounts that are declining.

• Lead discussions aimed at retaining customers and escalate significant risks when necessary.

• Record reasons for churn, reduced utilization, and customer dissatisfaction.

• Manage a designated portfolio of active customer accounts.

• Enhance utilization and assist practices in meeting or surpassing expected lab commitments.

• Promote the adoption of additional product categories and services.

• Oversee simple account expansions and collaborate with leadership or Sales on larger opportunities.

• Conduct regular performance reviews of accounts, focusing on opportunities and next steps.

• Identify expansion opportunities and ensure consistent follow-through.

• Keep precise account records, including activity, risks, and opportunities in the CRM.

• Create and implement new Customer Success playbooks.

• Relay customer feedback and market insights to Product, Sales, Operations, and leadership.

⛳️ Requirements

• Experience in the dental industry is essential.

• A minimum of 4 years in customer success, account management, sales, or a similar customer-facing position.

• Proven experience managing a portfolio of customer accounts.

• Ability to cultivate lasting relationships with customers.

• Experience in addressing customer dissatisfaction or at-risk situations.

• Capacity to identify and pursue opportunities for account growth.

• Proficient in using data and performance metrics to guide discussions with customers.

• Highly organized with the ability to manage multiple accounts and priorities effectively.

• Comfortable working independently in a dynamic company where processes are continually evolving.

• Exceptional written and verbal communication skills.

• Entrepreneurial mindset and comfortable with uncertainty.

🏝️ Benefits

• Remote-First: Work from any location with the flexibility to manage your schedule.

• Unlimited PTO: We trust you to balance work and personal life without counting days off.

• Growth Opportunity: As an early team member, you will have the chance to shape our company and advance as we grow.

• Culture: Join a small, fast-growing team that works hard but also enjoys the journey.

• Modern Tools: Access to the latest technology and systems to enhance your effectiveness.

• Competitive Compensation: Base salary complemented by target bonuses and stock options.