Customer Success Manager

Job Responsibilities

• Serve as the primary point of contact for customers identified as being at risk of downgrade or churn.
• Build trusted relationships with customers to understand their goals, challenges, and desired outcomes.
• Develop and execute customer success plans focused on increasing adoption, improving engagement, and reducing churn risk.
• Lead retention conversations with empathy while helping customers make informed decisions regarding their subscription.
• Partner with customers experiencing ownership changes, staffing transitions, or operational challenges to ensure business continuity.

Customer Adoption & Growth

• Monitor customer health indicators and proactively identify opportunities to improve platform adoption.
• Develop and maintain customer adoption strategies, identifying underutilized features and creating plans to increase utilization.
• Identify expansion opportunities and collaborate with Sales when additional products or services may provide customer value.
• Clearly communicate pricing changes while reinforcing the value customers receive from the platform.

Customer Advocacy & Cross-Functional Collaboration

• Document customer feedback, trends, and root causes contributing to churn risk.
• Partner with Support, Implementation, Product, Training, and other internal teams to resolve customer issues and improve the overall customer experience.
• Collaborate on the development and refinement of retention strategies, save plays, and customer engagement initiatives.
• Recommend process and product improvements based on recurring customer feedback and retention trends.

Operational Excellence

• Monitor reporting and customer health data to proactively identify emerging retention risks.
• Maintain accurate documentation of customer interactions, action plans, and outcomes within company systems.
• Coordinate customer offboarding activities when retention is not possible, ensuring a professional and seamless transition.
• Track and report key retention metrics, including churn prevention, customer recovery, product adoption, and expansion opportunities.
• Support ownership transfer processes by coordinating required documentation and cross-functional activities.

Job Qualifications

• Educational requirement: High School diploma or equivalent.
• Experience: A minimum of 1 year previous customer success, training, call center or technical support experience.
• Experience: Experience as a customer success/retention account manager in dental software.
• Experience: Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred.
• Knowledge and Skills: An understanding of common industry standard business practices as related to the dental or medical professions.
• Experience: Experience with software in a SaaS environment.
• Experience: Experience working with CRM and customer success platforms (Salesforce, Gainsight, JIRA, Zendesk, or similar).
• Skills: Excellent verbal and written communication skills, particularly phone and email correspondence.
• Skills: Basic knowledge of computer hardware, database structure, and network troubleshooting.