Manager of Customer Success, VideaHealth
$120-145k
+ Equity
More information about location
Detecting pathologies in dental imaging through AI software
Be an early applicant
Detecting pathologies in dental imaging through AI software
21-100 employees
Be an early applicant
$120-145k
+ Equity
More information about location
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
- 6+ years in a customer success role, with 2+ yrs experience in a leadership role managing CSMs
- Proven track record of managing enterprise customers, driving product adoption, retention, and exceeding revenue goals
- Experience leading and scaling customer success teams, with strong people management, coaching and development skills
- SaaS and startup experience, with the ability to navigate fast-paced, evolving environments
- Strong strategic thinking and ability to translate data insights into actionable strategies
- Exceptional communication and executive presence, with the ability to influence internal and external stakeholders
- Background in dental, DSO, healthcare, digital therapeutics, or digital healthcare industries is a plus
- Ability to manage multiple priorities, operate with high autonomy, and drive outcomes in a dynamic setting
- Willingness to travel as needed
What the job involves
- We are seeking a Manager, Customer Success to join our growing team
- In this role you will be a player-coach responsible for leading a team of Customer Success Managers who oversee the post-sale customer journey, from clinical onboarding to product adoption, retention, and expansion while also managing a personal book of business
- This role requires strong leadership skills, the ability to drive team performance, and the capacity to maintain strong relationships with key clients to ensure customer satisfaction, retention, and growth
- You will be responsible for day-to-day team management, mentorship, coaching, and operational execution while also directly managing some customer accounts to ensure their success with VideaHealth
- You will ensure the team delivers exceptional customer outcomes, fosters strong relationships with key stakeholders, and drives platform engagement and growth
- This role reports to the Vice President of Customer Success and works closely with Sales, Product, and Support teams
- Lead a team of Customer Success Managers (CSMs), providing guidance, mentorship, coaching, and support to ensure they meet performance goals
- Hire and onboard new CSM team members
- Conduct regular one-on-one meetings to assess performance, provide feedback, and develop career growth plans
- Drive operational efficiency within the team by developing and refining customer success processes, playbooks, and tools
- Foster a positive, customer-obsessed team culture that aligns with company values and promotes continuous learning
- Manage a personal portfolio of customer accounts, serving as a trusted advisor and ensuring their long-term success
- Develop strong relationships with key customer stakeholders to ensure the successful adoption and ongoing utilization of the VideaAI platform
- Proactively monitor account health, identify risks, and work cross-functionally with Product, Support, Engineering and Sales teams to mitigate issues
- Own the client relationship, partnering with the Sales and Implementation teams, to drive client satisfaction
- Champion the voice of the customer for the clients you manage and the Customer Success team by advocating internally to influence product roadmap and drive customer-centric solutions
- Drive the Customer Success team to hit all product adoption KPIs
- Track and analyze key adoption metrics providing key insights to enhance customer engagement strategies
- Lead efforts to continuously improve customer engagement strategies, onboarding processes, playbooks and renewal forecasting models
- Ensure the team is effectively leveraging CRM (HubSpot) and data analytics tools (Tableau) to deliver proactive, insights-driven account management
- Work closely with Sales, Product, and Marketing teams to refine the customer journey and to align strategies for customer growth, retention, and feedback loops
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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