Mid-Market Customer Success Manager
4 weeks ago
We're seeking a highly motivated and detail-oriented Customer Success Manager to join our Practice team at Overjet. As a Mid-Market CSM, you'll be responsible for driving client success, expanding your book of business, and ensuring customers achieve their desired outcomes through the adoption of Overjet.
Key Responsibilities- Manage Mid-Market accounts, primarily working with dental office leadership and central office leadership
- Drive client success during the pilot phase, ensuring Overjet wins out above our competition
- Execute the customer success strategy, focusing on high-touch points and relationship building with dental offices
- Achieve individual metrics and KPIs designed to utilize a data-based approach within the Customer Success Team, including but not limited to expansion, usage, and up-sell
- Assist in improving processes around account setup, implementation, training, and ongoing account review to minimize churn and support account expansion
- Plan account expansion initiatives and targeted campaigns for accounts with lower usage
- Conduct frequent reviews (in-person and via phone) with accounts and team to determine customer satisfaction and utilization levels
- Employ the total office concept, ensuring every member of the dental office staff is engaged
- Upsell new modules and software additions to existing customers
- Bachelor's degree or extensive experience
- 3+ years of experience in customer success in B2B SaaS
- Previous experience with renewals, expansions, and up-sells
- Excellent communication and interpersonal skills
- Experience in Management Consulting preferred
- Excitement to learn about artificial intelligence, insurance, dentistry, and technology
- Strong work ethic and hustle to achieve results in a high-growth startup environment
- A willingness to work in-office 2 days a week if you are located in any of our hub cities (NYC, Boston, Bay Area)
- Competitive Compensation and Equity
- Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location
- 401k plans with a matching program
- Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
- Life and AD+D Insurance
- 8 weeks Paid Parental Leave
- Optional HSA with Employer contribution
- Flexible Time Off and company paid holidays
- Annual Learning and Development Stipend
- Work from Home Stipend
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