Director of Customer Success, Dental Intelligence
Enterprise
Salary not provided
Senior and Expert level
Remote in US
Dental practice performance solutions
Be an early applicant
Dental practice performance solutions
201-500 employees
B2BInternal toolsProductivityAnalyticsBusiness IntelligenceSaaSDentistry
Be an early applicant
Salary not provided
Senior and Expert level
Remote in US
201-500 employees
B2BInternal toolsProductivityAnalyticsBusiness IntelligenceSaaSDentistry
Company mission
To help dental professionals everywhere Practice Smarter.
Role
Who you are
- Experience: 8+ years in Customer Success, Account Management, or related roles, with 3+ years in a leadership position managing CSMs
- Industry Knowledge: Experience in SaaS, with preference for dental or healthcare industry experience
- Leadership Skills: Proven ability to build, develop, and manage high-performing teams
- Retention Focus: Strong track record of driving customer retention and mitigating churn in Enterprise and Mid-Market segments
- Revenue Growth: Demonstrated success in driving upsell and cross-sell opportunities within customer accounts
- Strategic Thinking: Demonstrated experience in developing and executing customer journey strategies to enhance retention and growth
- Analytical Skills: Data-driven mindset with experience in performance reporting and using metrics to inform decisions
- Communication: Excellent interpersonal and communication skills, with the ability to influence and collaborate across functions and manage up
- Education: Bachelor’s degree required; MBA or equivalent advanced degree is a plus
What the job involves
- The Director of Customer Success, Enterprise will report directly to the Vice President of Customer Success – Enterprise and Reseller Partner
- This role will lead a team of Customer Success Managers (CSMs) focused on the post-onboarding experience for our DSO (Enterprise) clients, including 4 Mid-Market and 3 Enterprise CSMs
- The primary objective is to grow DSO retention responsibily
- The Director will own identifying risks early, driving CSM activities to mitigate those risks, and ensuring effective account management practices are in place
- Lead, coach, and develop a team of 7 CSMs (4 Mid-Market, 3 Enterprise) to ensure high performance and professional growth
- Create a team of “leaders” who hold themselves and others accountable, challenge the status quo, raise issues openly, and work cohesively to fulfill our team mission
- Set clear expectations with real, peer-to-peer accountability (everyone can see how everyone is performing for the post-onboarding department)
- Oversee talent acquisition efforts, including recruiting, hiring, and onboarding new CSMs to support team growth
- Drive initiatives to achieve retention growth for Enterprise and Mid-Market accounts
- Identify early signs of risk in customer accounts and develop strategies to mitigate those risks through targeted CSM activities
- Oversee the execution of account success plans to ensure alignment with customer goals and company objectives
- Develop and refine customer success playbooks to standardize best practices for retention and risk mitigation
- Support CSMs in de-escalating accounts. Empower the team to put together the right playbook, steps, and handle the customer until completely deescalated
- Empower the team to handle objections. For every objection come up with 3- 4 rebuttals and a “proof”, so CSMs feel confident in mitigating churn
- Manage escalations and its associated next steps and report them
- Implement and maintain best practices for post-onboarding customer success processes – identify opportunity for automation and efficiency
- Track dept. goals, objectives, rocks and a create a living roadmap and track CSM specific activities including call cadences, account planning, and adoption strategies
- Monitor customer adoption of solutions, identify areas of risk, and develop action plans to address adoption challenges
- Drive continuous improvement initiatives by gathering feedback from CSMs to optimize processes, tools, and workflows
- Design and continuously improve the post-onboarding customer journey to ensure a seamless, value-driven experience
- Develop strategies to enhance customer engagement, satisfaction, and long-term loyalty throughout the post-onboarding lifecycle
- Collaborate with cross-functional teams to align the customer journey with broader business objectives and product developments
- Ensure that all customer touchpoints are optimized for maximum impact on retention and growth
- Analyze churn and escalations data to identify gaps in delivery or churn reasons to create and drive solutions to get better results
- Identify and drive upsell and cross-sell opportunities within the existing DSO customer base, working closely with CSMs to execute these strategies
- Embed expansion-focused activities into CSM workflows, ensuring they proactively identify growth opportunities during customer interactions
- Partner with Sales and Marketing to align on account expansion strategies and ensure seamless collaboration on growth initiatives
- Develop metrics and KPIs to track the impact of upsell and cross-sell efforts, reporting on performance regularly
- Develop and maintain dashboards and reports to track the performance of the post-onboarding DSO team
- Provide regular updates on retention metrics, CSM activity effectiveness, customer health indicators, and revenue growth through upsell and crosssell
- Conduct regular business reviews with key stakeholders to communicate insights from performance data and customer feedback
- Work closely with Sales, Product, Engineering, Marketing, Customer Support, and other internal teams to analyze business process improvements in the post-onboarding journey and develop plans to fix them
- Act as a voice of the customer within the organization, providing insights and feedback to inform product development and strategic initiatives
- Partner with Revenue Operations to optimize tools and systems that support the Customer Success team
- Collaborate with Customer Support to ensure a smooth escalation process and improve the overall customer experience
Our take
As a recognized leading provider in the market, Dental Intelligence helps dentists create value within their practices by improving team performance and overall culture– thus ensuring patients have the best experiences possible. The business intelligence provided by the company helps guide practices toward their goals, increasing profitability and efficiency.
Initially founded as a practice management software company focused squarely on profitability, the company has expanded through partnerships and acquisitions to offer a full suite of innovative tools. This includes online scheduling through LocalMed and patient engagement from Modento. The company counts 9,000+ practices among its clients, improving experiences for over 11 million patients.
Dental Intelligence’s proven track record of innovation and strategic investment is a strong sign that the company is well set to continue growth and expansion. This is further exemplified by its 2025 milestone of surpassing $1 billion in processed payments, signifying a major achievement within the dental payments industry.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (1 round)
Sep 2019
$34m
SERIES A
Total funding: $34m
Company benefits
- Flexible Work Models: In-office, work-from-home, or hybrid
- Flexible Time Off & PTO: 10 paid holidays, and corporate ski passes available to check out (ask us about this)
- We pay up to 100% of your medical insurance and can match a percentage of your HSA contribution. We also offer great dental, vision, and life insurance
- Paid Parental Leave
- 401k with a generous company match up to 5.5% + unlimited access to financial advisors
Company values
- Community Over Ego
- Ownership Over Order-Taking
- Growth Over Comfort
- Outcomes Over Output
- Authenticity Over Convention
Company HQ
Pleasant Grove, UT
Articles
Leadership
Rob Bay
(President & Co-Founder)Co-Founder of Dental Intelligence and Partner at ProCore Certified Public Accounts. Former Owner of CSG and Senior Consultant at DirectPointe.
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