Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.
Archy is a Series C vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.
Job DescriptionArchy is adding our first Customer Success Managers to the Customer Experience team. As a Customer Success Manager, you'll ensure each practice gets real, measurable value from Archy. You'll drive product adoption, strengthen customer relationships, identify growth opportunities, and proactively reduce churn.
This is a digital-first, scaled role: you'll lead with efficient, one-to-many programs, leverage automation, and lean on data to decide where higher-touch, one-to-one attention is worth it. And because you're one of our first CSMs, you won't just run the playbook — you'll help write it.
Job ResponsibilitiesCollaborate with other CSMs to drive adoption, retention, and growth across our growing portfolio of customers.
Drive product adoption primarily through efficient digital, one-to-many motions — in-app guidance, webinars, office hours, and targeted campaigns — while layering in higher-touch outreach for your most strategic accounts.
Use product usage data to identify underutilization and proactively guide practices in adopting the features that deliver the most value.
Grow expansion revenue by acting on customer health and business signals — usage trends, sentiment scores, and practice performance such as appointments closed per month and total revenue production — through both inbound and outbound plays.
Identify churn risk early from explicit signals (cancellation intent, complaints, escalations) and implicit ones (declining logins, usage, or sentiment), and run proactive outreach before accounts reach the edge.
Own reactive save motions when a practice raises a concern, turning difficult conversations into healthier, more enduring relationships.
Carry accountability for gross and net revenue retention for your book, managing renewals and accurately forecasting risk.
Live in customer health and usage dashboards to segment your book and prioritize your day around the highest-impact accounts and signals.
Expected to actively adopt and integrate AI tools into day-to-day workflows to enhance productivity, decision-making, and overall impact.
Partner closely with Onboarding on hand-offs, Support on escalations, and the Sales and CX leadership teams on growth and at-risk accounts.
Act as the voice of the customer, feeding themes back to Product to improve the platform and the broader customer journey.
As one of our first CSMs, contribute to the playbooks, health-scoring models, and outreach cadences that will scale the Customer Experience team as we grow.
Experience in the healthcare industry (dental industry preferred).
Experience engaging with high-level practice owners and an understanding of the intricacies of running a dental practice
Experience in customer success, account management, or a customer-facing sales role, ideally at a SaaS company, with a track record of retaining and growing a book of business.
Comfort owning a high-volume, digitally-led book of accounts rather than a small set of enterprise relationships.
A commercial, outcomes-driven mindset — motivated by adoption, retention, and expansion targets, and confident hitting them.
Strong data fluency: able to read usage and health data, draw conclusions, and decide where to spend your time.
Exceptional communication skills, comfortable running one-to-many programs and handling sensitive one-to-one conversations with equal skill.
Leverages AI tools and automation in everyday work to move faster, improve outcomes, and continuously raise the bar on how we operate.
Demonstrated business acumen with the ability to understand customer needs, articulate value, and influence stakeholders.
Confidence in navigating ambiguity and self-direction in a fast-moving, early-stage environment.
High technical aptitude — you pick up new software quickly and can guide customers through it credibly.
Strong sense of accountability and exceptional personal organization.
Experience in the healthcare industry or another industry vertical, and engagement with SMB owners & operators, preferred (dental industry a strong plus).
Hands-on experience with a customer success platform (e.g., Gainsight, Vitally, Catalyst) or a CRM (e.g., HubSpot, Salesforce), a plus.
What We Offer:
Competitive salary and equity (some roles may be eligible for performance-based incentives or bonuses)
Health, dental, and vision insurance
401(k) plan
Flexible vacation policy
Remote-friendly culture
Skills Required
- Experience in the healthcare industry; dental industry experience preferred.
- Experience engaging with high-level practice owners and understanding the intricacies of running a dental practice.
- Experience in customer success, account management, or customer-facing sales, ideally at a SaaS company, with a record of retaining and growing a book of business.
- Comfort owning a high-volume, digitally led book of accounts rather than a small set of enterprise relationships.
- Commercial, outcomes-driven mindset focused on adoption, retention, and expansion targets.
- Strong data fluency and ability to interpret usage and customer health data.
- Exceptional communication skills for one-to-many programs and sensitive one-to-one conversations.
- Experience leveraging AI tools and automation in daily work.
- Demonstrated business acumen and ability to understand customer needs, articulate value, and influence stakeholders.
- Confidence navigating ambiguity and working independently in a fast-moving, early-stage environment.
- High technical aptitude and ability to learn and guide customers through new software.
- Strong accountability and exceptional personal organization.
- Experience in a healthcare or other industry vertical and engagement with SMB owners and operators; dental experience is a strong plus.
- Hands-on experience with a customer success platform such as Gainsight, Vitally, or Catalyst, or a CRM such as HubSpot or Salesforce.
What We Do
Archy is a Series B vertical SaaS company that provides a cloud-based dental practice management platform. By integrating AI agents and advanced software, Archy streamlines administrative tasks, allowing dental providers to focus on patient care. The platform handles the technical and business aspects of running a dental practice, aiming to modernize the industry with efficient, reliable, and innovative tools for dental professionals.
