Mid-Market Customer Success Manager, Dental Intelligence

• Be a Proactive Problem Solver to Help Drive Outcomes
• Be a Passionately Curious and Applied Thinker
• Have Excellent and Transparent Communication Skills

Desirable

• We seek an experienced Mid-Market Customer Success Manager that can help us to continue to grow, inspire and develop our team. If the profile below sounds like you - let’s talk!
• As a Customer Success Manager in the Mid-Market space, your primary focus will be to establish strong executive-level relationships, drive customer engagement, ensure the health of your portfolio, lead customer escalations, promote product adoption, and surface opportunities for expansion
• Your success will be measured by specific key performance indicators outlined below
• Build Strong Executive Level Relationships - Build strong and trusting relationships with key stakeholders within the customer base
• Produce at least 2 champions per account and have an executive partner established in 100% of your portfolio
• Success Measures: Number of Champions, Amount of Executive Partners
• 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/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
• Reporting your portfolio performance each week (distribution of red, yellow, green customers); next step for each customer); forecasting 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 - If customers need escalated help, you will lead the coordination of having the right people in the right room at the right time to strategize and execute
• Ensure all steps are documented (in Gainsight) and that all teammates execute
• If executives are needed for a call or need to send an email, you will draft the email or talking points needed
• Ensure all parties know their role and responsibility for de-escalating the customer and report the result
• Success Measures: Customer Churn, Completion of Steps, and Gross Retention
• 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
• Success Measures: Customer Health Score, Expansion Opportunities, Escalations
• Product/Industry Expertise and Curiosity - Maintain expertise in Dental Intelligence products, industry, and identify opportunities for improving workflows, increasing adoption, and demonstrating its impact Product/Industry Expertise and Curiosity - Maintain expertise in Dental Intelligence products, industry, and identify opportunities for improving workflows, increasing adoption, and demonstrating its impact
• Success Measures: Subject Matter Expertise
• Surfacing Opportunities to Sales - Drive selling opportunities with customers for how to increase value through use of Dental Intelligence
• Create and funnel qualified upsell opportunities for customer value added products and services to our Expansion Sales team
• Success Measures: Amount of Expansion Opportunities, Quality of Those Opportunities