Director of Customer Success, SMB

SMB Director of Customer Success

Contact: Sarah Colletti, Sarah@kleer.com

As the SMB Director of Customer Success, you will be responsible for developing and implementing strategies to drive customer retention, growth, and loyalty within this segment. This role requires a deep understanding of SMB needs, strong leadership skills, and a passion for delivering exceptional growth and customer experiences. This position will report directly to the SVP of Customer Success and requires extensive collaboration with cross-functional teams.

This position offers a salary of $135,00, a variable compensation plan of $44,550 and employee equity.

The Day-to-Day

You will lead a team dedicated to ensuring the success and satisfaction of our SMB customers. This includes (but is not limited to):

• Lead, mentor, and motivate a team of Customer Success Managers (CSMs) and Customer Success Specialists (CSS) to achieve individual and team goals.
• Provide ongoing coaching and development opportunities to enhance team performance and capabilities.
• Foster a culture of accountability, collaboration, and continuous improvement within the Customer Success team.
• Develop and execute strategies to drive customer retention and expansion within the SMB segment.
• Establish processes and metrics to monitor customer health, identify risks, and proactively address issues to prevent churn.
• Collaborate with sales and marketing teams to identify opportunities for upselling and cross-selling to existing SMB customers.
• Build strong relationships with SMB customers and serve as their advocate within the organization.
• Implement programs and initiatives to enhance customer satisfaction, loyalty, and advocacy.
• Gather feedback from customers to understand their needs, preferences, and pain points, and use this insight to improve our products and services.
• Develop and optimize processes, tools, and systems to streamline customer onboarding, support, and account management processes.
• Ensure adherence to best practices and standards for customer success operations.
• Monitor key performance indicators (KPIs) and metrics to track the effectiveness of customer success initiatives and drive continuous improvement.
• Collaborate closely with sales, marketing, product, and support teams to align customer success initiatives with overall business objectives.
• Provide insights and feedback to product teams based on customer interactions and needs to inform product roadmap decisions.
• Work cross-functionally to address customer issues and resolve escalations in a timely and effective manner.
  
  

To Be Successful

Do these things sound like you? Yes? Good — you're well on your way to being a successful SMB Director of Customer Success with us

• Starting with the obvious: you are PASSIONATE (Seriously, you must LOVE what you do)
• You hold a bachelor's degree in business, marketing, communications, or a related field; MBA or equivalent experience preferred.
• You have a proven track record of success in a customer-facing leadership role, preferably in a SaaS, dental strategic sales or dental technology company serving SMB customers.
• You possess a strong understanding of SMB dental market dynamics, customer needs, and challenges.
• You have excellent communication, interpersonal, and relationship-building skills.
• You possess a demonstrated ability to lead and develop high-performing teams.
• You have an analytical mindset with the ability to leverage data and metrics to drive decision-making and measure success.
• You are a strategic thinker with the ability to develop and execute effective customer success strategies.

To Thrive

We're an entrepreneurial, creative, and passionate group — and if these things sound like you, you won't just fit in. You'll thrive with us.

• Self-starter with the ability to "figure it out" but not afraid to ask questions.
• Experience working in a fast-paced, dynamic environment with the ability to adapt to change and drive results.
• Passion for delivering exceptional customer experiences and driving customer success.
• No stranger to playing hard and working harder while treating others with respect and dignity.

Our Advantage

If you're asking yourself "what are the perks of working with us?" Don't worry. We've got you covered.

• We are a Best Places to Work recipient — because we understand the meaning of work hard, play hard
• You'll get some skin in the game with employee equity.
• We stand behind and celebrate our core values.
• There's transparent communication from the top down.
• You'll have a collaborative, smart, and forward-thinking team to share ideas with.
• You'll have a direct, meaningful impact as we scale.
• You'll experience a culture filled with opportunities to connect in-person and virtually.
• We have a casual dress code.
• We offer hybrid and remote work schedules.
• And we've got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, time away — and more

Our Commitment to You

Be yourself. Always.
We want you to apply even if you do not meet every requirement. We are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees. It is what drives innovation, ignites creativity, and ultimately gives us a competitive advantage.

We want you to be you — because how boring would life be if we were all the same?

About Us

Create Membership Plans that Patients and Providers Love

As everyone knows, dental health is critical to overall health. Unfortunately, dental insurance is too complicated, too confusing, and too expensive for dentists and patients alike. As a result, 40% of US consumers do not have dental coverage, 50% of US consumers do not visit a dentist each year, and dentists continue to struggle with practice success while managing complicated insurance plans with low reimbursement fees, coverage limits and claims denials.

Company Overview

Our mission is to make professional oral care accessible to everyone with a membership model that patients and providers love.

We are doing something about this. We connect dentists directly with patients to eliminate the inefficiency, cost, and hassle of workarounds. Using our cloud-based platform, dentists easily design, implement, and grow a successful membership plan with their own dental care plans, offering them directly to patients. The result is affordable, comprehensive dental coverage that works for dental practices and enables patients to get the professional oral care they need.

As the established leaders in the dental membership space, Kleer and Membersy support a combined footprint of over 20,000 dentists and millions of patients across all 50 states, and cover the entire spectrum of dental practices, from independent solo practices to the largest DSOs in the country.

Kleer and Membersy came together in 2024 to provide an unmatched dental membership solution and experience. Leveraging their complementary strengths, industry expertise, and scale, Kleer and Membersy will create significant value for DSOs, independent dental practices, and their patients by expanding access to care for all uninsured and underinsured Americans, including more than 76 million adults without dental insurance.