Customer Success Manager - Start-Up Practices

About the role

Oryx is seeking a highly motivated and customer-focused Customer Success Manager – Start-up Practices to help new dental practices successfully launch, grow, and thrive with Oryx. This role is ideal for someone who enjoys partnering with entrepreneurs, building lasting relationships, and guiding customers through every stage of their early practice journey.

As the primary point of contact for customers enrolled in Oryx's Start-up Support Program, you'll own the customer lifecycle following enrollment, from onboarding and implementation through adoption, milestone tracking, retention, and successful transition to a paid subscription. You'll act as a trusted advisor, ensuring customers realize value quickly while helping them build a strong operational foundation for long-term success.

This role requires a blend of customer success, relationship management, project coordination, and strategic consulting in a fast-paced, high-growth SaaS environment.

Responsibilities

• Customer Relationship Management
  • Serve as the primary point of contact for startup dental practices enrolled in Oryx's Start-up Support Program.
  • Build and maintain strong, long-term relationships with practice owners and key stakeholders, serving as a trusted advisor throughout their startup journey.
  • Develop a deep understanding of each customer's business goals and proactively recommend solutions that maximize the value of Oryx.
• Customer Onboarding & Adoption
  • Own the customer journey following enrollment in Oryx's Start-up Support Program, partnering closely with Sales to ensure a seamless transition from signed customer to successful implementation.
  • Partner with onboarding, training, and support teams to deliver a smooth and successful implementation experience.
  • Drive product adoption by educating customers on best practices, workflows, and new features that improve operational efficiency.
  • Develop and execute customer success plans that align software utilization with each practice's business goals and growth objectives.
• Startup Program Management
  • Manage a portfolio of startup practices participating in Oryx's Start-up Support Program.
  • Monitor customer milestones, including onboarding progress, product adoption, patient growth, and overall account health.
  • Conduct regular success check-ins and business reviews to evaluate progress, celebrate milestones, and align on future goals.
  • Guide customers through the transition from the Start-up Support Program to a paid Oryx subscription by ensuring they are realizing value, achieving key milestones, and prepared for a successful renewal.
  • Proactively identify risks that may impact adoption, customer satisfaction, or long-term retention, and develop action plans to address them.
• Product Adoption & Customer Growth
  • Monitor customer health, engagement, and product utilization to identify opportunities for increased adoption of current and new features.
  • Partner with startup customers throughout the first year of their practice to help them achieve successful operational and clinical outcomes.
  • Provide strategic guidance on workflow optimization, practice efficiency, and software utilization as practices grow.
  • Identify opportunities for expansion and additional product adoption, collaborating with the Growth Sales team when appropriate.
• Proactive Customer Engagement
  • Maintain consistent communication with customers to understand evolving business needs, gather feedback, and provide strategic recommendations.
  • Anticipate customer needs and proactively deliver resources, education, and guidance that contribute to long-term success.
  • Foster customer confidence by helping practices maximize the value of their investment in Oryx.
• Issue Resolution
  • Take ownership of complex customer concerns and independently troubleshoot issues through resolution whenever possible.
  • Serve as the primary escalation point for startup customers experiencing high-impact issues, including customers at risk of churn or delayed adoption.
  • Collaborate with Technical Support, Product, Sales, and Leadership teams to ensure timely and effective resolution.
  • Exercise sound judgment when approving customer accommodations, including service credits within established guidelines.
• Renewals & Growth
  • Partner with the Growth Sales team on renewal, expansion, and cross-sell opportunities by identifying customer needs and ensuring a smooth handoff when commercial conversations are required.
  • Support strong customer retention by maintaining healthy customer relationships and delivering measurable customer outcomes.
• Customer Feedback & Advocacy
  • Collect and synthesize customer feedback to inform product development and continuous improvement initiatives.
  • Identify opportunities to develop customer advocates through testimonials, referrals, and case studies.
  • Serve as the voice of the startup customer by sharing trends, insights, and recommendations with internal stakeholders.
• Performance Reporting
  • Maintain accurate customer records and activity within HubSpot and customer success platforms.
  • Track and report on key customer success metrics, including onboarding completion, customer health scores, product adoption, retention, customer satisfaction, and startup-to-paid conversion rates.
  • Continuously identify opportunities to improve internal processes and enhance the startup customer experience.

Requirements

• Excellent communication,