Manager of Customer Success, SMB

About the role

For our client, we are seeking a Manager of Customer Success, SMB to join the team of a leader in the Healthcare space. This role will lead the SMB customer success function with a strong focus on retention, expansion, onboarding, and activation outcomes. You will build scalable processes, coach a growing team, and partner closely with cross-functional stakeholders to improve the customer experience across the lifecycle. The position is highly data-driven and will use analytics, automation, and AI-enabled workflows to improve efficiency and customer results. The ideal candidate will bring a strong mix of people leadership, operational rigor, and customer-facing credibility, especially in a fast-moving SMB environment.

Responsibilities

• Own SMB net revenue retention, gross churn, and contraction; build churn prevention systems
• Hire, onboard, and scale a team of SMB Customer Success Managers; develop coaching programs based on real interactions
• Streamline and automate onboarding processes to improve time-to-live for new clinics
• Drive early product adoption and define activation milestones; design training and re-engagement programs
• Use analytics to manage health scoring and risk signals; leverage data to identify at-risk clinics
• Implement AI-driven automations to improve productivity and reduce manual tasks
• Collaborate cross-functionally with Sales, Support, Product, and Marketing to represent customer feedback
• Deliver accurate retention forecasts and performance reports to senior leadership

Qualifications

• 5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing CSMs
• Experience managing a high-volume SMB book with a focus on process, data, and automation
• Proven track record in reducing churn and improving onboarding or activation metrics
• Strong analytical skills, including SQL proficiency and dashboard interpretation
• Hands-on experience with AI tools for workflow automation and coaching
• Familiarity with CRM and CS tools like Salesforce and Gainsight, as well as BI tools like Gong and BigQuery
• Excellent communication skills with credibility among dental practice owners and executives
• Strong ownership and urgency, comfortable with aggressive, metric-bound goals

Benefits

• Competitive compensation and equity
• Hybrid workplace offering flexibility and vibrant in-person workspaces
• 401k plans with a matching program
• Comprehensive medical, dental, and vision coverage
• Life and AD&D insurance
• 8 weeks paid parental leave
• Optional HSA with employer contribution
• Flexible time off and company paid holidays
• Annual learning and development stipend

Pay

$100,000 – $120,000 annually

Schedule

Remote — US-based candidates only; no visa sponsorship available