Sr. Mid-Market Customer Success Manager

We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best‑in‑class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top‑line production increase of 50% in the first 12 months.

Whether a practice wants a comprehensive 2‑year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced Sr. Mid‑Market Customer Success Manager that can help us to continue to grow, inspire, and develop our team.

If the profile below sounds like you - let’s talk!

What you'll do:

As a Customer Success Manager in the Mid‑Market space, your primary focus will be to establish strong executive‑level relationships, drive customer engagement, ensure the health of your portfolio, lead customer escalations, promote product adoption, and surface opportunities for expansion. Your success will be measured by specific key performance indicators outlined below.

Building Strong Executive Level Relationships

• Build strong and trusting relationships with key stakeholders within the customer base. Produce at least 2 champions per account and have an executive partner established in 100% of your portfolio.
  * Success Measures:
  Number of Champions, Amount of Executive Partner

Driving Engagements with Customers utilizing Salesforce & Gainsight & Reporting Portfolio performance

• Proactively build tasks and/or sets of tasks (i.e. playbooks) to execute with your customers to maintain and/improve customer health within Gainsight. Be detail‑oriented in making sure the right data gets into our systems at the right time. Monitor your completion of playbooks for 100% of your customers. Produce 1 touch (email, phone call, completed task, updated note, next step) per customer per week.
  
  Reporting your portfolio performance each week (distribution of red, yellow, green customers); next step for each customer); forecasting gross retention for your portfolio (best, mid, worst) case scenario.
  * Success Measures:
  Customer Health Score, Playbook Completion, Gross Retention, and Reports

Lead the Coordination of Customer Escalation

• If customers need escalated help, you will lead the coordination of having the right people in the right room at the right time to strategize and execute. Ensure all steps are documented (in Gainsight) and that all teammates execute. If executives are needed for a call or need to send an email, you will draft the email or talking points needed.
  
  Ensure all parties know their role and responsibility for de‑escalating the customer and report the result.
  * Success Measures:
  Customer Churn, Completion of Steps, and Gross Retention

Driving Product Adoption

• Drive utilization of our products within your portfolio of accounts; ensure customers understand and learn about new releases and functionality as they become available. Drive customers to +5% DAU.
  * Success Measures:
  Customer Health Score, Expansion Opportunities, Escalations.

Product/Industry Expertise & Curiosity

• Maintain expertise in Dental Intelligence products, industry, and identify opportunities for improving workflows, increasing adoption, and demonstrating its impact.
  * Success Measures:
  Subject Matter Expertise

Surfacing Opportunities to Sales

• Drive selling opportunities with customers for how to increase value through use of Dental Intelligence. Create and funnel qualified upsell opportunities for customer value added products and services to our Expansion Sales team.
  * Success Measures:
  Amount of Expansion Opportunities, Quality of Those Opportunities

What you need to get the job done

• Be a Proactive Problem Solver to Help Drive Outcomes
• Be a Passionately Curious and Applied Thinker
• Have Excellent and Transparent Communication Skills

What will make us REALLY love you

• Be Data-Driven with a Sense of Urgency
• Be a Results‑Oriented, Team Player
• Be a…