Mid-Market Customer Success Manager

4 weeks ago


Stanford, California, United States Overjet Full time
About the Role

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
Qualifications
  • 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)
Why Overjet?
  • 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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