Director of Customer Success & Implementation, VideaHealth
+ Equity
2-5 days a week in office
Detecting pathologies in dental imaging through AI software
Job no longer available
Detecting pathologies in dental imaging through AI software
21-100 employees
Job no longer available
+ Equity
2-5 days a week in office
21-100 employees
Company mission
To improve the lives of billions of people around the globe by bringing Artificial Intelligence powered solutions to the world of dentistry.
Role
Who you are
- This position is ideal for a seasoned and creative leader who thrives in fast-paced SaaS environments, has a proven track record of guiding customers through change management processes, and is passionate about delivering real-world clinical and operational impact for dental organizations
- 6+ years of experience in Customer Success, Implementation, or Professional Services in a SaaS environment, with 3+ years in a leadership role, ideally at the Director level
- Demonstrated success driving enterprise-scale product adoption and facilitating organizational change
- Experienced in managing multiple cross-functional teams and complex customer lifecycles
- Highly creative, strategic thinker with the ability to customize change management and onboarding approaches to diverse customer environments
- Strong executive presence with exceptional communication, influencing, and presentation skills
- Deep empathy for customers, balanced with a strong sense of accountability and operational excellence
- Experience in healthcare, dental, or healthtech environments is a plus
- Comfortable with fast-moving, ambiguous environments and able to lead through growth and change
What the job involves
- VideaHealth is seeking a Director of Customer Success & Implementation to lead two high-impact functions: Customer Success and Implementation
- This dual-role leader will be responsible for driving strategic adoption and change management across our customer base while ensuring the seamless technical implementation of VideaAI
- You will play a critical role in accelerating product adoption and scaling our customer experience engine
- Lead and manage two cross-functional teams:
- Customer Success Team – focused on clinical onboarding, change management, and long-term product adoption
- Implementation Team – responsible for technical discovery, VideaAI installation, and project management of all client deployments
- Coach, mentor, and develop team leads and individual contributors to meet and exceed performance and adoption goals
- Build scalable systems and playbooks for high-touch and tech-touch engagement models
- Hire and onboard new team members to support growth and complexity across enterprise clients
- Serve as the internal champion and thought leader for customer change management strategies that drive deep and sustained use of VideaAI
- Partner closely with client clinical, operational, and IT teams to ensure high-impact onboarding and behavioral change
- Develop and execute tailored adoption roadmaps that align customer workflows with the VideaAI platform
- Use data and qualitative insights to measure adoption, uncover risks, and proactively intervene to course correct
- Drive product adoption, client retention, satisfaction, and assist with expansion across VideaHealth’s customer portfolio
- Create success frameworks that ensure clinical outcomes and operational ROI for clients
- Own executive relationships with key customers, becoming a trusted advisor in their AI transformation journey
- Enhance the feedback loop with Marketing, Product and Engineering to ensure the voice of the customer is heard
- Partner with cross-functional leadership (Sales, Product, Engineering, and Marketing) to optimize the end-to-end customer journey
- Use tools like HubSpot, Tableau, and Jira to drive operational visibility and scale
- Lead forecasting, resource allocation, and performance metrics tracking for both teams
- Continuously refine implementation timelines, onboarding standards, and support models to meet evolving customer needs and market demands
Our take
Dentistry practices have remained relatively unchanged over the past 30 years as the field has shown an active bias against AI-powered technology. VideaHealth is disrupting the market, providing greater transparency to dentists, insurers, and patients through its cavity-detecting AI-powered software.
The company recently gained FDA clearance, after an FDA trial showed that dentists using VideaHealth’s AI experienced a 43% reduction in missed cavities and a 15% reduction in inaccurate cavity detection: unlocking the most economic health value through more immediate (and appropriate) dental treatment recommendations.
The company finds strong competitors in fellow dental AI companies Overjet and Pearl. VideaHealth will need to focus on further developing its AI diagnostic abilities as it aims for expansion across the US and Canada. The company’s impressive list of investors, and strategic partnerships with leading DSOs, have it well-placed to support millions of patients as it aims to be the overall leader in dental AI solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
110% employee growth in 12 months
Company
Company benefits
- Opportunities for Growth
- Equity Options
Company HQ
Leather District, Boston, MA
Leadership
Florian Hillen
(CEO)Current Startup Mentor and Guest Speaker at Massachusetts Institute of Technology (MIT), and Visiting Research Fellow and Guest Speaker at Harvard Business School. Co-Funder of ninu GbR. Former Research Assistant at Broad Institute, Summer Associate at McKinsey & Company, and was an Associate Manager at FOUNDER.org.
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