Manager, SMB Customer Success

About Us
We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We are seeking an experienced Customer Success Manager that can help us to continue to grow, inspire and develop our CS team. If the profile below sounds like you - let’s talk!

What You’ll Do:

As the Manager of Customer Success, you will play a critical role in ensuring the success of our small and medium-sized business (SMB) customers post- onboarding. You will oversee a team of customer-facing team members, directly handle customer escalations, and collaborate with cross-functional teams to improve the overall customer experience.

Outcomes You’ll Own

• Manage a team: Manage and develop a team of 2-3 customer-facing team members. Provide guidance, support, and training to ensure they are equipped to deliver exceptional customer service targeted at helping customers adopt our solutions
• Improve customer health: Ensure that customers are maximizing the value of their Dental Intelligence investment through health score management and risk mitigation.
• Promptly handle customer escalations: Directly handle customer escalations and account updates. Work closely with customers to resolve issues promptly and effectively.
• Scale the customer experience: Collaborate with other customer success & marketing leaders to identify gaps in the SMB customer experience. Surface digital and human solutions that can address customer pain points and improve satisfaction & overall retention
• Oversee key business Initiatives: Manage ongoing business initiatives related to customer contracts, pricing, and overall account health.

What You Need to Get the Job Done

• 5+ years of experience in customer success or a similar role within a SaaS company.
• Proven track record of managing and developing high-performing teams.
• Strong customer service skills and ability to build rapport with customers.
• Excellent written and verbal communication skills.
• Strong analytical skills and a data-driven mindset.
• Ability to work independently and as part of a team.
• Passion for helping customers succeed and driving business growth.

What Will Make Us REALLY Love you

• Experience working in the healthcare or dental industry.
• Familiarity with customer relationship management (CRM) software.
• Experience with contract management and negotiation.

What You'll Love About Us

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
• Company sponsored Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
• Tuition Reimbursement program
• Flexible work location - this is a hybrid role based in our Pleasant Grove, UT office.