Customer Success Manager - SaaS

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.

Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies for 4 consecutive years, 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.

Customer success is at the heart of everything we do, and 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.

Dentally solves real-world challenges at scale in the UK, Canada and APAC across;

• Clinical
  -AI-powered diagnosis for early detection of disease and mouth cancer. AI transcription for more accurate note taking. Advanced 3D + 4D imaging for deeper clinical insight.

• Practice Management - Automate every aspect of running a dental practice, from appointments, payments and patient communications to workflows, analytics and third-party integrations. Built to reduce admin and give teams more time to focus on patients.

• 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.

Customer Success can mean very different things in different businesses.

This is about driving customer outcomes, not simply managing accounts.
You'll work across managed and pooled customers, combining strategic 1:1 engagement with digital-first, scalable Customer Success.

This probably isn't the right fit if you prefer owning a fixed book of accounts and building your role predominantly around high-touch relationships.
But this might be your perfect role ifyou thrive on retention, growth, customer value, data, and knowing when to go high-touch versus when to scale.

Revenue Ownership & Customer Growth: Deliver customer outcomes across both managed and pooled customers, using the right intervention for the customer need. You’ll focus on the actions that drive retention and growth, influencing key commercial outcomes such as GRR, NRR and expansion, while ensuring customers consistently realise value from our products.
Scaled Customer Enablement: A big part of this role is scale. You’ll deliver digital‑first success experiences, including webinars, education programmes and success plans, while working with Marketing and CS Ops to identify opportunities to support customers more effectively at scale.
Strategic Customer Partnerships: You’ll partner closely with your 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.
Customer Health & Retention…