Director of Customer Success, Enterprise

The role

You will lead Customer Success for large, strategic enterprise customers with a focus on Dental Support Organizations. You will manage a team of Customer Success Managers and build scalable playbooks to drive retention, adoption, and expansion.

What you will do

• Own net revenue retention, churn reduction, product adoption, and expansion for enterprise and DSO customers
• Recruit, coach, and manage a high-performing Customer Success team
• Develop scalable customer success strategies, engagement models, health frameworks, and risk mitigation plans
• Execute onboarding, adoption, renewal, and expansion processes
• Develop trusted relationships with executive, clinical, and operational stakeholders
• Partner with Sales, Product, and Marketing teams to improve customer experience
• Maintain accurate forecasts and reporting on retention, renewals, customer health, and expansion
• Lead quarterly complaint trend reviews to support medical device regulatory compliance

Required qualifications

• 7+ years of experience in Customer Success, Account Management, Strategic Accounts, or a related customer-facing function in B2B SaaS
• 3+ years of experience leading and developing Customer Success or Account Management teams
• Proven experience managing complex enterprise or strategic customers with multiple stakeholders and executive-level relationships
• Demonstrated success driving retention, renewals, adoption, and expansion across a meaningful customer portfolio
• Strong executive presence, commercial judgment, and ability to navigate complex customer conversations and escalations
• Experience building or improving Customer Success processes, playbooks, metrics, and operating rhythms in a scaling organization
• Strong analytical skills and ability to use customer and business data to identify risk, diagnose problems, and drive action
• Experience using AI, automation, and customer success tools to improve team efficiency, customer insights, and decision-making

Nice to have

• Experience with DSOs, multi-location healthcare organizations, dental technology, or vertical SaaS

Benefits

• Competitive Compensation and Equity
• Hybrid workplace with flexibility
• 401k plans with a matching program
• Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
• Life and AD+D Insurance
• 8 weeks Paid Parental Leave
• Optional HSA with Employer contribution
• Flexible Time Off and company paid holidays
• Annual Learning and Development Stipend

About the company

Overjet is the world-leader in dental AI. Thousands of dental providers and insurers rely on their platform to deliver care.