Head of Customer Operations

As the Head of Customer Operations, you will lead and develop a team of 15–20 Clinical Customer Success Owners (dentist CSMs) responsible for managing the end-to-end customer journey, from onboarding through renewal.

This leadership role is pivotal in driving operational excellence, customer satisfaction, and revenue growth. You will design and scale efficient processes, ensure exceptional customer experiences, and align cross-functional teams to achieve measurable business impact.

• Own the full post-sale customer lifecycle: onboarding → adoption → retention → expansion.
• Drive measurable improvements in Net Revenue Retention (NRR), churn reduction, and customer satisfaction (NPS).
• Develop and implement Customer Success playbooks for both Product-Led Growth (PLG) and enterprise accounts.
• Build scalable onboarding and engagement processes to shorten Time-to-Value (TTV) and enhance adoption.
• Lead Quarterly Business Reviews (QBRs) and renewal discussions with enterprise clients and Dental Service Organizations (DSOs).

• Partner with Product and Engineering teams to establish customer feedback loops that inform product improvements.
• Collaborate with Operations, Support, and Sales to streamline escalation handling, improve efficiency, and drive account growth.
• Design and implement structured communication channels to ensure consistency and transparency in customer interactions.
• Champion the voice of the customer across the organization to ensure strategic alignment and long-term retention.

• Build, coach, and mentor a high-performing Customer Operations team with a focus on ownership, accountability, and growth.
• Define clear KPIs, dashboards, and reporting structures to monitor customer health and operational performance.
• Implement systems and tools to scale Customer Operations globally while maintaining service quality.
• Foster a data-driven, customer-centric culture that promotes continuous improvement and innovation.

• Proven experience owning churn and NRR metrics with demonstrable business impact.
• Strong track record in building and scaling Customer Operations or Customer Success frameworks for SMB and enterprise clients.
• Expertise in onboarding optimization, process improvement, and time-to-value reduction.
• Executive-level communication and relationship management skills.
• Experience within the dental, healthcare technology, or B2B SaaS industries is a strong advantage.
• Strategic, data-driven thinker with excellent operational management and analytical skills.
• Empathetic, customer-first mindset paired with strong commercial acumen and leadership capability.

• Meaningful Impact: Contribute to transforming global dental care through technology and innovation.
• Leadership Opportunity: Build and scale a world-class Customer Operations function in a fast-growing, AI-driven organization.
• Collaborative Culture: Join a dynamic, mission-driven team that values trust, ownership, and growth.
• Comprehensive Benefits: Competitive salary, performance-based bonuses, health and life insurance, generous PTO, and professional development opportunities.

Nimbyx and EviSmart™ are redefining what’s possible in digital dentistry. Through AI-powered workflow automation and CAD design outsourcing, we help dental labs and clinicians in over 26 countries deliver smarter, faster, and better care.

Our mission is built on customer trust — and we’re looking for an exceptional leader to elevate that trust into long-term partnerships and sustainable growth.

If you are a strategic leader with a passion for building exceptional customer experiences, we invite you to join us.

Apply now and lead the next phase of customer excellence at Nimbyx / EviSmart™.