Director, Scaled Success – SMB

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

📋 Description

• We are looking for a Director of Scaled Success to spearhead our SMB Customer Success initiatives and oversee the well-being of our most significant, high-velocity customer segment.

• This individual will be responsible for achieving a Gross Revenue Retention (GRR) rate of 85% or higher within our SMB portfolio by developing and implementing a scaled engagement model that combines proactive adoption strategies with a robust, data-driven retention and win-back mechanism.

• This role requires hands-on leadership: you will define the strategy, create repeatable playbooks, and lead a team of four — consisting of two Scaled Adoption Specialists focused on enhancing product adoption at scale, and two Retention Specialists dedicated to retaining at-risk accounts and re-engaging churned customers.

• You will serve as the operational leader for SMB retention results and will collaborate closely with Sales, Product, Support, and Operations to ensure that Dental Intelligence effectively delights and safeguards its customer base.

⛳️ Requirements

• A minimum of 3 years in Customer Success, Retention, or Revenue-oriented roles, including over 2 years of direct management experience with a scaled success team.

• A proven history of owning and enhancing GRR/NRR or retention metrics for a high-volume SMB customer segment.

• Experience in developing and scaling 1-to-many customer engagement initiatives (such as adoption campaigns, digital-led customer success motions, and automation/lifecycle tools).

• Direct experience managing or overseeing a cancellation/save process, which includes negotiation and objection management at scale.

• Strong analytical capabilities — comfortable managing health scores, churn forecasting, and reporting on retention/adoption KPIs.

• Familiarity with Customer Success platforms (Gainsight, ChurnZero, Vitally, or similar), CRM tools (Salesforce/HubSpot), and Tableau, BI, or comparable reporting tools.

• Excellent skills in cross-functional collaboration; capable of influencing Product, Sales, and Marketing teams without direct authority.

• SaaS experience is required; experience in healthcare, dental, or vertical SaaS is highly preferred.

• A builder's mindset — adept at creating processes and playbooks where none currently exist.

• Willingness to travel approximately once a quarter for leadership meetings.

🏝️ Benefits

• Flexible Paid Time Off along with 10 company-wide paid holidays.

• Competitive Medical, Dental, and Vision plans, with options to buy up, PLUS we match your HSA contributions.

• Fully Paid Parental Leave.

• 401K Retirement savings plan with company match up to 5.5% of your earnings, plus unlimited access to personal financial advisors.

• Learning & Development Reimbursement program.

• Company-paid Life, Disability, and AD&D insurance.

• Mental Health support programs.

• Discounts on Cellphone and Gym memberships, Corporate Sundance Passes, and more!