Enterprise Customer Success Manager; ECSM

Overview

About Us
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 Enterprise Customer Success Professional who can help our organization by developing & maintaining strong relationships with our largest customers, and ensuring they are driving utilization, ROI and value for our software to its fullest.

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

What You’ll Do
As an Enterprise Customer Success Manager (CSM), you will own the long-term success, retention, and expansion of a portfolio of multi-location DSOs
. You will serve as a strategic advisor to executive leaders
, a cross-functional coordinator during complex escalations
, and an internal advocate ensuring customer needs are clearly understood and addressed across Product, Support, Engineering, Billing, and Sales. This is a high-impact, high-autonomy role that requires comfort with ambiguity, strong executive presence, and the ability to balance proactive value delivery with reactive issue management.

Outcomes You’ll Own

Establish Strong Executive Level Relationships - Build strong and trusting relationships with key stakeholders including C-level executives within the customer base. Produce at least 2 champions per account and have an executive partner established in 100% of your portfolio. Lead executive-level conversations around value realization (ROI), performance trends, and strategic priorities.

Success Measures: Number of Champions, Amount of Executive Partners, Renewal Outcomes

Drive Engagements with Customers - Utilize Salesforce and Gainsight, and report on portfolio performance. Proactively build tasks and/or sets of tasks (i.e. playbooks) to execute with your customers to maintain and/or 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. Report your portfolio performance each week (distribution of red, yellow, green customers); plan next steps for each customer; forecast 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 - You will serve as the quarterback for customer escalations, ensuring the right internal and external stakeholders are engaged at the right time. Partner cross-functionally with Product, Engineering, Support, and Billing to investigate issues, define resolution paths, and manage expectations. Document escalation plans, responsibilities, and outcomes clearly in Gainsight. Draft executive-level communications, talking points, and follow-ups when leadership involvement is required.

Success Measures: Escalation Resolution Effectiveness, Churn Prevention, Documentation Quality, Executive Visibility

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. Translate platform capabilities into real operational workflows that improve production, collections, scheduling efficiency, and patient experience.

Success Measures: Customer Health Score, Expansion Opportunities, Escalations

Renewals & Expansion - Own renewal health and risk management. Identify, qualify, and position expansion opportunities…