Director of Customer Success, SMB

Responsibilities

• Hit, beat, and raise monthly and quarterly targets for net revenue retention, churn reduction, and expansion revenue.
• Recruit, train, mentor, and manage a high-performing customer success team.
• Set clear goals and targets, provide guidance and support, and foster a collaborative and motivated team culture.
• Develop comprehensive customer success strategies aligned with company objectives, customer lifecycle stages, and product adoption milestones.
• Define segmentation approaches, engagement models, and risk mitigation frameworks for the SMB segment.
• Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion.
• Coordinate with the CS team to ensure effective portfolio management and timely outreach at key lifecycle moments.
• Monitor customer health scores, track performance metrics, and analyze data to identify at-risk accounts and growth opportunities.
• Build and maintain strong relationships with key customers, dental professionals, and dental organizations.
• Understand customer pain points, requirements, and feedback to refine engagement approaches and enhance customer satisfaction and outcomes.
• Collaborate closely with cross-functional teams, including sales, product management, and marketing, to align customer success efforts with overall company objectives.
• Serve as the voice of the customer internally, providing feedback on product gaps, competitive positioning, and emerging customer needs.
• Prepare accurate and timely retention forecasts, health score reports, and presentations for senior management.
• Communicate portfolio performance, renewal pipeline status, and key insights to support strategic decision-making.

Qualifications

• Proven track record of at least 5 years in customer success or account management, with a minimum of 2 years in a managerial role.
• At least 2 years of experience working with dental practices or DSOs, with strong knowledge of dental industry dynamics.
• Excellent leadership and team management skills, with the ability to inspire and motivate a customer success team to achieve and exceed retention and expansion targets.
• Demonstrated experience developing and implementing successful customer success strategies, including onboarding programs, health scoring, and lifecycle engagement models.
• Exceptional communication and interpersonal skills to establish and maintain relationships with customers, key stakeholders, and internal teams.
• Analytical mindset with the ability to leverage data, and customer health metrics to drive retention performance and identify expansion opportunities.
• Ability to use systems and AI tools to draw conclusions and drive efficiencies.
• Results-oriented with a strong sense of urgency, resourcefulness, and a proactive approach to problem-solving.
• Proficiency in using CRM and customer success software tools (e.g., Salesforce, Gainsight, or similar platforms).