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, facilitating coordination among various locations, stakeholders, and internal teams.

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

• Oversee new account performance and take action when usage falls short of expectations.

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

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

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

• Formulate account-specific strategies to recover accounts that are in decline.

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

• Record instances of churn, reduced utilization, and customer dissatisfaction.

• Manage a designated portfolio of active customer accounts.

• Enhance utilization and support practices in achieving or surpassing expected lab commitments.

• Promote the adoption of additional product categories and services.

• Handle straightforward account expansions and collaborate with leadership or Sales on larger opportunities.

• Conduct regular reviews of accounts centered around performance, potential, and next steps.

• Identify expansion opportunities and ensure consistent follow-through.

• Keep precise account information, activities, risks, and opportunities updated in the CRM.

• Create and implement new Customer Success playbooks.

• Provide insights to enhance Customer Success tools and resources.

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

⛳️ Requirements

• Experience in the dental industry is mandatory.

• At least 4 years of experience in customer success, account management, sales, or another customer-facing role.

• Proven experience managing a portfolio of customer accounts.

• Ability to cultivate enduring customer relationships.

• Experience dealing with dissatisfied or at-risk customers.

• Capable of identifying and pursuing opportunities for account growth.

• Proficient in utilizing data and performance metrics to inform customer discussions.

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

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

• Exceptional written and verbal communication skills.

• Entrepreneurial mindset and able to thrive in uncertain situations.

🏝️ Benefits

• Remote-first: Work remotely with the flexibility to manage your own schedule.

• Unlimited paid time off (PTO).

• Opportunities for growth and advancement as the company evolves.

• Culture of a small, rapidly growing team.

• Access to the latest technology and systems to enhance job effectiveness.

• Competitive base salary, plus target bonuses and stock options.