Customer Success Manager, SMB

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

📋 Description

• Take charge of net revenue retention, gross churn, and contraction for SMBs.

• Develop a churn prevention system that includes early risk detection, save strategies, ROI objection handling, and escalation pathways.

• Intervene in critical customer retention scenarios.

• Recruit, onboard, mentor, and expand a team of SMB Customer Success Managers.

• Create coaching programs based on evaluations of calls and emails.

• Establish clear objectives, hold the team accountable, and foster a culture of curiosity and ownership.

• Oversee the speed at which new clinics and locations become operational.

• Optimize and automate the onboarding process, incorporating self-service and portal-driven methods.

• Promote early product adoption across Vision, Voice, and RCM.

• Identify activation milestones and design training, follow-up, and re-engagement initiatives.

• Minimize trial drop-off rates and opt-outs.

• Manage health scoring, risk indicators, and weekly operational rhythms.

• Utilize BigQuery, Gong, CRM, and product usage data to pinpoint at-risk clinics, analyze churn and opt-outs, and prioritize team efforts.

• Develop AI automations for reviewing calls and training sessions, drafting follow-ups, and summarizing risks.

• Integrate AI into the daily operations of every CSM and assess productivity improvements.

• Collaborate cross-functionally with Sales, Onboarding, Support, Product, Marketing, and Finance teams.

• Advocate for customer feedback regarding product shortcomings, pricing and ROI concerns, and competitive pressures.

• Provide retention forecasts and reports on churn factors, activation trends, and team performance to senior leadership.

⛳️ Requirements

• Minimum of 5 years in customer success, account management, or SMB-focused SaaS, including at least 2 years in a managerial role overseeing CSMs.

• Proven experience managing a high-volume SMB portfolio where retention and adoption are achieved through process, data, and automation rather than solely through high-touch methods.

• Demonstrated success in reducing churn and enhancing onboarding or activation metrics, including the development of save playbooks and coaching representatives on handling objections.

• Strong analytical capabilities; proficient in writing or reviewing SQL, building and interpreting dashboards, and translating usage and health data into actionable insights.

• Practical experience with AI; familiar with using LLMs and automation to create workflows, review calls, and scale coaching efforts.

• Experience with CRM and Customer Success tools such as Salesforce, Gainsight, or similar platforms.

• Familiarity with call intelligence or business intelligence tools like Gong, BigQuery, Sigma, or similar.

• Exceptional communication skills and credibility with dental practice owners and executives.

• Strong sense of ownership and urgency, comfortable with ambitious, metrics-driven goals.

• Experience in dental, healthcare, or practice management software is highly preferred; 2+ years working with dental practices or DSOs is a bonus.

• Must be eligible to work in the United States.

• No specific educational qualifications are required.

🏝️ Benefits

• Competitive compensation and equity options.

• Hybrid work environment offering flexibility and vibrant in-person workspaces, allowing for strong connections throughout Overjet, regardless of location.

• 401k plans with a matching contribution.

• Comprehensive medical, dental, and vision coverage: 99% of employee premiums covered, 75% of dependent premiums covered.

• Life and AD+D Insurance coverage.

• 8 weeks of paid parental leave.

• Optional HSA with employer contributions.

• Flexible time off policies and company-paid holidays.

• Annual stipend for learning and development.

• Option to work remotely outside of geo-hub office days.