Customer Success Manager

Responsibilities

• Revenue Ownership & Customer Growth: You’ll own a portfolio of customers, with a clear focus on driving retention and growth. This means taking accountability for commercial outcomes—including ARR, GRR, NRR and expansion—while ensuring customers consistently realise value from our products.
• Strategic Customer Partnerships: You’ll partner closely with customers to understand their goals, run impactful business reviews, and use data to clearly demonstrate the value we deliver. Along the way, you’ll spot both risks and opportunities early—acting quickly to protect renewals and uncover growth potential.
• Customer Health & Retention Management: Day‑to‑day, you’ll use dashboards and insights to stay on top of customer health, proactively managing churn risk and applying structured retention strategies where needed. You’ll also work closely with Sales to identify and progress upsell and expansion opportunities within your accounts.
• Scaled Customer Enablement: A big part of this role is scale. You’ll design and deliver digital‑first success experiences— from webinars and education programmes to success plans—helping customers adopt best practices and get the most out of our products in a repeatable, measurable way.
• Customer Insight & Product Influence: You’ll also be the voice of the customer internally. By bringing together feedback, product‑usage insights, and learning data, you’ll help shape product improvements and drive better customer outcomes, working closely with our Product Development team.
• Customer Advocacy & Community Building: Beyond this, you’ll help build a thriving customer community. Identifying champions, encouraging advocacy, and creating opportunities for customers to learn from each other, including attending industry events.
• Data, Governance & Performance Tracking: Behind the scenes, you’ll keep CRM data clean and actionable, track key metrics across your portfolio, and use insights to continuously improve performance and customer outcomes.

• Strong commercial mindset—experience owning retention and growth metrics such as GRR, NRR, ARR, and expansion revenue.
• Proven experience in Customer Success, with a track record of improving customer health, driving adoption, and delivering measurable outcomes.
• Confident communicator—builds trust, leads strategic conversations, and clearly articulates value.
• Data‑driven—comfortable using data and insights to drive decision‑making.
• Ability to identify and progress upsell and expansion opportunities while delivering value.
• Experience delivering or contributing to digital‑first engagement such as webinars, education programmes, or scalable success initiatives.
• Experience with tools such as Hub Spot, Salesforce, Gainsight, Churn Zero, and similar platforms.
• DESIRABLE: Customer Success certifications (e.g., CCSM, SuccessHACKER, Gainsight, Cisco/TSIA).
• DESIRABLE: Healthcare or dental industry experience.

• Proactive and commercially aware—an advocate who thrives on combining relationship‑building with structured, digital‑first execution.
• Enjoys leading strategic reviews, spotting growth and retention opportunities through data, and building repeatable success frameworks rather than just managing accounts day to day.
• Energetic about customer advocacy and staying up to date with the latest CS trends through events and shaping best practice at scale.

Diversity at Henry Schein One is all about being yourself. We are proud to be an equal‑opportunity employer and foster an environment that values diversity, equity, and inclusion. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

We are an equal‑opportunity employer. All qualified candidates are considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.