Customer Success Manager - SaaS

Although primarily fully remote, regular planned meet‑ups will take place at our Head Office and through industry events, which you must be happy to attend.

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI‑driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice. We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world‑class SaaS products.

Culture matters to us. Celebrated as one of the ‘Sunday Times UK’s Best Places to Work’ companies, our culture as an inclusive and forward‑thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone.

• Clinical – AI‑powered diagnostics and note‑taking, giving dentists an extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds.
• Practice Management – Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging.
• Patient Experience – A digital‑first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old‑school phone calls and paper forms.

We are problem solvers, not ticket takers, and we champion creative problem‑solving. Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top‑tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long‑lasting partnerships that drive positive outcomes.

This is not a reactive support role, it’s a strategic Customer Success position at the heart of how we scale impact across dental practices. You’ll work with forward‑thinking customers to unlock measurable value from our Dentally solution, leading meaningful business conversations, shaping adoption strategies, and influencing product innovation through real customer insight. If you’re motivated by driving outcomes (not just activity), and want to build scalable, data‑driven success programmes that genuinely improve patient care and operational efficiency, this role offers both impact and ownership.

• Proactive, commercially aware Customer Success advocate who thrives on combining relationship‑building with structured, digital‑first execution.
• You enjoy leading strategic reviews, spotting growth and retention opportunities through data, and building repeatable success frameworks, not just managing accounts day to day.
• You’re energised by customer advocacy and keeping up to date with the latest CS trends through events and shaping best practice at scale.

• Lead strategic business reviews with customers to align on goals, track progress and demonstrate measurable value through data‑driven insights.
• Monitor customer health using dashboards and automated alerts, proactively identifying risks and applying structured retention strategies when needed.
• Develop and maintain standardised digital success plans that connect customer goals with product capabilities and provide clear visibility of outcomes over time.
• Capture customer sentiment through NPS and feedback loops, using scalable processes to improve the customer experience and strengthen advocacy.
• Deliver digital‑first education programmes including webinars, presentations, and podcasts to drive product adoption with…