Customer Success Manager
New
A
ArchyDental SaaS
Location: United StatesFull-TimeMiddle
Salary75,000 - 85,000 USD per year
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Job Details
- Required Skills
- Data AnalysisAccount ManagementCRMCustomer SuccessSaaS
Requirements
- Experience in customer success, account management, or a customer-facing sales role, ideally at a SaaS company.
- Track record of retaining and growing a book of business.
- Comfort owning a high-volume, digitally-led book of accounts.
- A commercial, outcomes-driven mindset motivated by adoption, retention, and expansion targets.
- Strong data fluency: able to read usage and health data, draw conclusions, and decide where to spend your time.
- Exceptional communication skills, comfortable running one-to-many programs and handling sensitive one-to-one conversations.
- Ability to leverage AI tools and automation in everyday work to move faster and improve outcomes.
- Demonstrated business acumen with the ability to understand customer needs, articulate value, and influence stakeholders.
- Confidence in navigating ambiguity and self-direction in a fast-moving, early-stage environment.
- High technical aptitude—you pick up new software quickly and can guide customers through it credibly.
- Experience in the healthcare industry or with a different industry vertical, and engaging with SMB owners & operators, preferred.
- Hands-on experience with a customer success platform or CRM, a plus.
Responsibilities
- Own a portfolio of 300–500 dental practices (~$5M ARR) as their primary success contact, accountable for adoption, retention, and growth across the portfolio.
- Drive product adoption primarily through efficient digital, one-to-many motions—in-app guidance, webinars, office hours, and targeted campaigns—while layering in higher-touch outreach for your most strategic accounts.
- Use product usage data to spot underutilization and proactively guide practices to adopt the features that deliver the most value.
- Grow expansion revenue by acting on customer health and business signals through both inbound and outbound plays.
- Identify churn risk early from explicit and implicit signals, and run proactive outreach before accounts reach the edge.
- Own reactive save motions when a practice raises a concern, turning difficult conversations into retained, healthier relationships.
- Carry accountability for the gross and net revenue retention of your book, managing renewals and forecasting risk accurately.
- Actively adopt and integrate AI tools into day-to-day workflows to enhance productivity, decision-making, and overall impact.
- Contribute to the playbooks, health-scoring models, and outreach cadences that will scale the Customer Experience team.
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