Manager, SMB Customer Success

About the position

The Manager of SMB Customer Success will oversee a team dedicated to ensuring the success of small and medium-sized business customers post-onboarding. This role involves managing customer escalations, collaborating with cross-functional teams, and improving the overall customer experience to maximize the value of the company's solutions.

Responsibilities

• Manage and develop a team of 2-3 customer-facing team members.
• Provide guidance, support, and training to ensure exceptional customer service.
• Ensure customers are maximizing the value of their Dental Intelligence investment through health score management and risk mitigation.
• Directly handle customer escalations and account updates.
• Collaborate with other customer success & marketing leaders to identify gaps in the SMB customer experience.
• Manage ongoing business initiatives related to customer contracts, pricing, and overall account health.

Requirements

• 5+ years of experience in customer success or a similar role within a SaaS company.
• Proven track record of managing and developing high-performing teams.
• Strong customer service skills and ability to build rapport with customers.
• Excellent written and verbal communication skills.
• Strong analytical skills and a data-driven mindset.
• Ability to work independently and as part of a team.
• Passion for helping customers succeed and driving business growth.

Nice-to-haves

• Experience working in the healthcare or dental industry.
• Familiarity with customer relationship management (CRM) software.
• Experience with contract management and negotiation.

Benefits

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees
• Company sponsored Life, Disability & AD&D
• Mental Health support programs
• Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5%
• Tuition Reimbursement program
• Flexible work location - hybrid role based in Pleasant Grove, UT office.