Customer Success Manager
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Job Description
Customer Success Manager driving adoption, retention, and growth for Henry Schein One’s dental practice management software. Advising dental practices and executive stakeholders on measurable business outcomes.
Responsibilities:
- Build customer relationships by learning customer goals, needs, and initiatives
- Monitor customer health indicators, engagement trends, adoption metrics, and renewal risks
- Identify at-risk customers and develop proactive retention and satisfaction action plans
- Drive adoption of Henry Schein One solutions and workflows
- Provide strategic recommendations based on customer objectives, workflows, and industry best practices
- Identify product utilization and process optimization opportunities
- Communicate with practice owners, office managers, DSO leaders, and executive stakeholders
- Serve as primary customer point of contact and coordinate with other teams
- Provide strategic oversight across the customer lifecycle to achieve rapid time-to-value
- Promote professional services options
- Develop customer success stories from successful customers
- Track client records and data in the CRM
- Report on assigned customers, opportunities, issues, and renewal likelihood
- Develop understanding of the dental industry and regional issues affecting customers
- Share best practices with the Customer Success team
- Facilitate customer escalation resolution
- Travel typically less than 10%
Requirements:
- Bachelor’s degree or global equivalent in related discipline
- Typically, 3 to 5 or more years of increasing responsibility in applicable professional experience
- Experience managing a large customer base of 100+ accounts preferred
- Proficient with tools, systems, and procedures
- Basic planning/organizational skills and techniques
- Good decision-making, analysis, and problem-solving skills with ability to multitask
- Good verbal, public speaking, written communication, and presentation skills
- Good interpersonal skills
- Basic conflict resolution skills
- Developing professional credibility
- Experience using a CRM and/or Customer Success platform preferred
- Achieved or exceeded retention goals in prior roles
- Ability to quickly develop solid customer relationships over the phone
- Ability to connect customers with relevant product offerings
- Ability to successfully prioritize reactive and proactive tasks
- Master’s degree or global equivalent nice to have
- Good understanding of industry practices nice to have
- 5+ years of Customer Success or account management experience nice to have
- 5+ years of in-office dental practice experience nice to have
Benefits:
- Health coverage
- Retirement savings with company match
- Paid time off (PTO)
- Paid parental leave
- Wellbeing resources
- Education support
- Medical, Dental and Vision Coverage
- 401K Plan with Company Match
- Short Term Disability
- Work Life Assistance Program
- Health Savings and Flexible Spending Accounts
- Education Benefits
- Worldwide Scholarship Program
- Volunteer Opportunities
- Bonus target
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