Overjet

Manager of Customer Success, SMB

United States, Remote. Posted a month ago

The role

You will lead the SMB customer segment by driving retention, adoption, and expansion for private dental practices. You will hire, coach, and scale a team of SMB Customer Success Managers using AI and automation.

What you will do

  • Own SMB net revenue retention, gross churn, and contraction
  • Build the churn prevention system and handle critical saves
  • Hire, onboard, and scale a team of SMB CSMs
  • Build coaching programs based on call and email reviews
  • Own onboarding speed and automate processes for new clinics
  • Drive early product adoption and design re-engagement programs
  • Manage health scoring and weekly operating cadence using data tools
  • Build AI-first automations for daily CSM workflows
  • Partner with Sales, Onboarding, Support, Product, Marketing, and Finance
  • Deliver retention forecasts and performance reporting to leadership

Required qualifications

  • 5+ years in customer success, account management, or SMB-focused SaaS
  • 2+ years managing CSMs
  • Experience running a high-volume SMB book using process, data, and automation
  • Track record of reducing churn and improving onboarding or activation metrics
  • Strong analytical skills including writing or reviewing SQL
  • Ability to build and interpret dashboards
  • Hands-on AI fluency using LLMs and automation to build workflows
  • Experience with CRM and CS tools such as Salesforce or Gainsight
  • Experience with call intelligence or BI tools such as Gong, BigQuery, or Sigma
  • Excellent communication skills for dental practice owners and executives
  • Strong ownership, urgency, and comfort with aggressive, metric-bound goals

Nice to have

  • Dental, healthcare, or practice-management software experience
  • 2+ years with dental practices or DSOs

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.

Manager of Customer Success, SMB at Overjet | JobZoey