Orthodontic Customer Success Specialist

Cascad Effects provides Fractional COO services, Virtual Assistant services, and Industry Recruitment for healthcare companies ready to scale with clarity, accountability, and aligned leadership.
We're hiring a customer success specialist on behalf of our partner, a fast-growing, high-performance dental laboratory serving leading dental and orthodontic practices across the U.S.

The Customer Success Specialist is responsible for delivering an exceptional customer experience

throughout the entire customer journey, by providing ongoing account support and serving as the

primary onboarding specialist for international customer accounts. Working closely with the Account

Manager, this role serves as a trusted partner to orthodontic practices by ensuring successful account

implementation, resolving customer concerns, maintaining strong communication, and identifying

opportunities to improve client satisfaction and long-term relationships.

The Customer Success Specialist plays a key role in representing the dental lab by

providing responsive service, proactive communication, and strategic support that strengthens

customer loyalty and reinforces the Company's commitment to Quality, Innovation, Consistency,

Dependability, and Communication.

Success in this role is measured by customer satisfaction, strong internal partnerships,

responsiveness, account retention, effective onboarding, accurate documentation, and the ability to

build trusted relationships with customers while supporting the overall growth of the business.

• Serve as a primary point of contact for assigned customer accounts, providing timely, professional, and solution-focused support.
• Build and maintain strong relationships with orthodontic practices by understanding their business, clinical needs, and service expectations.
• Partner closely with Account Managers to ensure customers receive a seamless and consistent experience throughout their relationship with Partners Dental Solutions.
• Proactively communicate with customers regarding case updates, expectations, timelines, and service offerings.
• Manage customer concerns and work collaboratively with internal teams to resolve issues efficiently.
• Answer incoming customer calls, emails, and voice mails while providing exceptional customer service and timely follow-up.
• Respond to customer questions regarding appliances, Airway 101, treatment workflows, invoices, payments, and general account inquiries.
• Support orthodontic practices and internal team members with strengthening appliance knowledge, troubleshooting, and product-related questions.
• Coordinate and participate in mouth guard clinics and other customer engagement activities to strengthen relationships and promote Partners Dental Solutions' products and services.
• Serve as the primary point of contact for international customer accounts, ensuring consistent communication and support.

• Coordinate and facilitate the onboarding of new international customer accounts.
• Serve as the primary liaison for international practices throughout the onboarding process, providing timely communication and guidance.
• Educate international customers on products, ordering procedures, digital submission workflows, shipping processes, turnaround times, and service expectations.
• Coordinate with Account Managers, productions, planning, shipping, quality and other departments to ensure international customer onboarding activities are completed efficiently and accurately.
• Conduct discovery conversations to understand each practice's workflow, clinical preferences, communication needs, and operational requirements.
• Ensure all international customer information, preferences, and account details are accurately documented and maintained in company systems.
• Provide appliance education, Airway 101 training, and ongoing product support to international customers as needed.
• Monitor onboarding progress, proactively address questions or barriers, and ensure international customers have the resources needed for a successful long-term partnership.

• Maintain regular communication with…