Customer Success Manager

Company Overview:

Founded in 2015 with the mission to simplify dental practice management and allow dental professionals to focus on what truly matters most – patient care and business growth. They are an award-winning cloud based dental software offering dental practitioners a complete all-in-one solution to manage all functions of a dental practice.

Job Overview:

The customer success manager (CSM) ensures customers are on boarded onto the platform effectively, and their Dental Practice is setup for success leveraging everything that the platform provides.

Key Responsibilities:

• Ensure new customers have a solid foundation with respect to platform’s setup and configuration.
• Ensure Key personnel at the customer end are trained on the platform
• Ensure new customers adopt recommended Standard Operating Procedures, & Best Practice Workflows, at their dental practice.
• Define, Track and Monitor Customer health with regards to:
• Product Feedbacks
• Customer support interactions
• Key Performance Indicators (KPIs) for business success
• Ensure the best possible customer experience at all times.
• Serve as SME for everything the platform offers to their customers.
• Serve as SME for recommended best practices and Key Performance Indicators for Dental Practices.
• Create and promote a learning environment.
• Help develop competency improvement training and assessment programs for the team.
• Help improve the policies and procedures that enable efficient customer success management.
• Handle escalated customer support situations that require expert involvement.
• Collaborate with a globally distributed team of Level 1, Level 2 and Level 3 technical support team to enable efficient customer support.
• Collaborate with external vendors and partners to obtain speedy resolutions to customer concerns.
• Collaborate with a globally distributed Product Engineering team to bring about the most sought after product changes for our customers.
• Collaborate with the product management team to ensure the product roadmap meets all relevant customer and industry needs.

Must Have Experience:

• Minimum of one Dental practice management software
• Revenue Cycle Management
• Key Performance Indicators (KPIs) for Dental Practices
• All job functions and workflows at a Dental practice
• Minimum of 5 years in US Dentistry
• Minimum of 1 year managing a large (high volume) Dental Practice
• Working with clearing houses, electronic eligibility & claims, ERAs

Job Type:

Full Time. On-Premise in-office job based out of the Celebration FL corporate office. Not a hybrid or remote position. (This is needed to realize the swift ramp up of all internal organization functions, to further support the exponential increase in scale of operations planned in the coming years. This also means increased growth opportunities to all our team members.)

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