Senior Customer Success Manager

Company Description
Dentira is one of the fastest-growing, profitable healthcare startups that is revolutionizing clinic operations across multiple countries. Our flagship product transformed dental procurement by introducing the world’s first real-time price and product comparison engine for dental supplies in the US, Canada, Australia, and New Zealand.

Building on this success, our latest innovation, the Lab Platform, streamlines case creation and management by seamlessly connecting clinics, intraoral scanners, and dental labs. We are also pioneering the use of advanced AI technologies to tackle complex challenges like Automatic Invoice Reconciliation, procedure cost prediction etc that can be applied across various healthcare verticals that we cater to. As we continue to expand, we are actively exploring adjacent verticals and new avenues for growth while strengthening our presence in existing ones.

Our ambitious goal is to achieve over 10X growth within the next 3 years.

Qualifications
5+ years of experience in  customer onboarding and implementation

Experience with   Solution Architect Procure2

Pay
Strong organizational and project management skills, with experience managing timelines, tasks, and multiple stakeholders.
Technical Aptitude:  Ability to understand and explain technical concepts, especially around data connectors and integration tools
A proven track record of delivering exceptional customer experiences and driving measurable onboarding outcomes
Skilled in coordinating cross‑functional teams and managing relationships with internal and external stakeholders
Proactive approach to identifying and resolving issues, with the ability to escalade efficiently when necessary
Data Integration

Experience:

Experience with data integration ETL tools, ideally with Fivetran or similar platforms
Upsell Strategy Knowledge:
Familiarity with license or service upsell processes in a SaaS context
Process Improvement:
Experience identifying and implementing improvements in onboarding processes
Mentor and manage junior team members
Prior experience in technical support or debugging-focused projects/internships.
Hands-on experience with tools like Jira, MongoDB, and Postman
Proficiency in Microsoft Excel – including VLOOKUP and Pivot Tables
Strong written and verbal communication skills to handle both technical and non-technical customers
Troubleshoot and resolve technical problems promptly and professionally
Ready to work in US EST shift - 7PM to 4AM
Ready to work with 1year commitment

Responsibilities
Own and lead new customer onboardings for assigned accounts: including but not limited to kickoff, requirement intake/process design, build, training, and successful rollout/change management
Build and maintain strong relationships with customers and become a trusted advisor throughout the implementation process
Serve as a dedicated project manager for all assigned implementations; keeping both the internal and external project teams up to date on what’s been completed and what has yet to be done
Facilitate meetings that are a part of the implementation process over web conference
Work alongside the customer to deliver the appropriate implementation experience based on each customer’s pain points:
Configure highly customized/complex use cases based on customer requirements/work with the Engineering team to ensure any configurations (not available in the UI) are in line with the customer’s expectations
Provide subject matter expertise and consult on best practices to help customers design & build their forecast configuration as effectively as possible
Listen to and identify customer pain points and connect their needs to Boost Up product features, focusing on the value the feature/product can bring to the customer
Become an expert user on the Boost Up Platform and effectively speak about the product, use cases, out of the box solutions, and resources available to the customer
Collaborate cross functionally with other Boost Up team members throughout the implementation process
You’ll combine technical expertise with customer-facing skills to support and innovate for Dentira customer
Onboard customers, proactively identify customer needs and potential issues
Monitor customer usage and provide insights to improve product adoption and value
Provide technical guidance and support to customers, addressing their technical questions and issues
Troubleshoot and resolve technical problems, ensuring smooth product implementation and usage