Senior Product Manager, LightForce
Customer Portal
Office located in Burlington or Wilmington, MA, United States
3D-printed orthodontic tools
Open for applications
3D-printed orthodontic tools
201-500 employees
Open for applications
Office located in Burlington or Wilmington, MA, United States
201-500 employees
Company mission
To empower the experts to create a bite and smile as unique as the patient.
Role
Who you are
- Minimum 7+ years of product management experience managing complex SaaS platforms, customer portals, or billing systems
- Experience managing cross-functional teams including engineering, sales, and customer success, with a track record of delivering enterprise-level solutions
- Experience with distributed teams, working across multiple time zones and cultures
- Customer-facing product expertise in industries such as healthcare, SaaS, or fintech
- Technical aptitude, with experience guiding engineering teams on complex systems and integrations
- Proficiency in Agile methodologies, with a strong ability to manage sprints, backlogs, and cross-team collaboration
- Strong communication skills to coordinate between global teams, including Estonia and the U.S
- Requires the ability to use hands, and reach with hands and arms
- Requires the ability to see, listen, and speak
What the job involves
- The Senior Product Manager for the Customer Portal will be responsible for the strategic development and continuous improvement of the portal, which serves as the hub for customer onboarding, account management, service interactions, and resource access
- The ideal candidate will have a strong technical aptitude, experience managing complex SaaS platforms, and the ability to work with distributed teams. This role requires deep collaboration with engineering, sales, customer success, and operations teams
- The role will report to the Vice President of Product and initially be structured as an individual contributor without people management responsibilities.
- You will manage 1-2 sprint teams, working closely with stakeholders across sales, customer service, and pricing teams
- This position is ideal for someone who thrives in a mission-driven environment and wants to play a pivotal role in shaping the future of orthodontic technology
- Customer Account Setup and Administration:
- Manage billing, pricing, and payment configurations, including complex promotional and incentive-based pricing structures
- Oversee user administration, ensuring secure, multi-channel role and permission management for internal and external users
- Maintain account hierarchy and shipping details for varied user and ownership models, supporting seamless communication and billing
- Drive third-party data integrations to support sales teams and ensure data accuracy across systems
- Customer Communication and Onboarding:
- Lead efforts to improve visibility into customer onboarding, offering real-time guidance and reminders to ensure a smooth journey
- Build performance analytics to display product/service usage data, helping customers optimize their workflows and outcomes
- Customer Service Hub:
- Develop and manage the central hub for service communication, facilitating efficient interactions between customers and internal support teams
- Resource and Preference Management:
- Provide access to critical resources, including case management preferences, marketing tools, and educational materials to enhance customer experiences
- 12-18 Month Objectives:
- Develop in-app capabilities to enhance customer onboarding and accelerate product adoption
- Evolve billing and pricing systems to support advanced packaging, including Phase 1 cases and temporary bracket charges
- Streamline internal processes and reduce costs associated with managing complex customer pricing schemas
- Expand portal capabilities to support international operations in 10+ countries, including payment, billing, and localization needs
- Rationalize account hierarchies to reflect real-world doctor-patient relationships across various practice models
- Create gamified interfaces to boost customer engagement and utilization, reducing reliance on sales reps and support teams
Our take
LightForce Orthodontics delivers a platform for orthodontists to design and 3D-print custom tooth-moving tools, enabling orthodontic treatment to proceed faster and with an enhanced, personalized standard of care.
With LightForce, orthodontists can print an array of tools from brackets to IDB trays to custom buccal tubes, all designed to fit the individual patient's tooth anatomy and bite. In addition, its web-based platform comes with intuitive treatment-planning software, and its workflows integrate seamlessly into existing practices, making it the one-stop-shop for optimizing orthodontic outcomes.
The company has seen good funding in the past, and displayed an impressive growth trajectory. Recognising a gap in the market of treatment options for teenagers, LightForce is working to bridge that gap with its convenient digital braces, and all-in-all has cemented itself as a player of intrigue in the orthodontics space.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 7 rounds)
Sep 2024
$50m
GROWTH EQUITY VC
Aug 2023
$80m
SERIES D
Total funding: $200.6m
Company benefits
- Unlimited PTO for exempt employees
- 9 paid holidays per year
- Generous premium coverage for medical, dental, and vision plans
- Group plan voluntary life insurance
- Fringe benefits
- 401k retirement plan
- Paid parental leave
- Allowances for those in commercial sales positions
- Workplace perks such as food/coffee
Company values
- Trust
- Passion with a purpose
- Customer obsession
Company HQ
Burlington, MA
Articles
Leadership
Alfred Griffin
(Co-Founder & CEO)Lecturer in the Department of Developmental Biology at the Harvard School of Dental Medicine, and Orthodontist with Bay State Dental Specialists.
Lou Shuman
(Co-Founder)Orthodontist, and President and CEO of Cellerant Consulting. Former President of the Pride Institute.
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