DSO Onboarding Implementation Project Manager

About Us

We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced DSO Onboarding Implementation Project Manager who can help our organization by building long-term partnerships, driving operational efficiency, and empowering DSOs to achieve their business objectives through our solutions. If the profile below sounds like you - let's talk

What you'll do:

As the DSO Onboarding Project Manager, you'll lead the successful implementation and adoption of our software solutions across large Dental Support Organizations (DSOs). You'll serve as the strategic partner and trusted advisor to enterprise clients — ensuring a seamless onboarding experience, accelerating time-to-first-value, and driving long-term success.

You'll manage complex multi-location rollouts, coordinate cross-functional teams, and design onboarding strategies that align with each client's unique goals. If you thrive at the intersection of project management, technology, and customer success, this role offers the opportunity to make a measurable impact on both our clients and our business.

Outcomes you'll own:

Implementation & Technical Product Delivery

• Own the full technical implementation lifecycle for assigned DSO accounts — from kick-off to go-live.
• Lead system setup, data mapping, configuration, and integration across multiple practice management systems (PMS), ensuring alignment with DSO-specific workflows.
• Coordinate with IT, Product, and Integration teams to resolve data connectivity or configuration challenges.
• Conduct detailed environment validations to ensure clean data ingestion and product readiness prior to launch.
• Translate complex operational requirements into practical software solutions, customizing product features to meet DSO-specific needs.
• Ensure all technical steps, configurations, and dependencies are completed accurately and on time.
• Maintain deep product expertise across all DI solutions (Analytics, Engagement, LocalMed, etc.) and integrations.
• Leverage tools such as Salesforce, Gainsight, Zuora, Asana, Excel, PowerPoint, and BI tools to manage and report on onboarding progress.
• Configure, test, and validate product settings to ensure system alignment with customer objectives.
• Use data insights to guide adoption strategies and identify opportunities for early value delivery.
• Stay informed of product updates, API changes, and new integrations that impact onboarding workflows.

Customer Experience Ownership

• Serve as the primary implementation lead and trusted advisor for enterprise & Mid-market DSO clients throughout onboarding.
• Project Manage customer expectations, timelines, and deliverables with precision and transparency.
• Identify obstacles early, communicate proactively, and drive resolution to ensure customer satisfaction.
• Guide customers through the onboarding experience using proven implementation frameworks and change management principles.
• Act as the escalation point for complex onboarding scenarios or technical issues impacting launch success.

Collaboration & Leadership

• Partner cross-functionally with Customer Success, Payments, Product, Engineering, and Support to deliver unified onboarding experiences.
• Mentor and support junior onboarding specialists, providing guidance on project structure, client management, and implementation best practices.
• Lead internal project reviews, contribute to continuous improvement initiatives, and provide feedback to enhance tools and processes.
• Actively participate in DSO-focused discussions, representing customer voice and product implementation insights.
• Contribute to the evolution of onboarding processes and Standard Operating Procedures (SOPs).
• Champion teamwork, communication, and accountability across the Customer Success organization.

Operational & Functional Excellence

• Manage escalations with professionalism and ownership.
• Manage multiple concurrent onboarding projects with enterprise-level complexity and varying technical environments.
• Develop detailed project plans, milestones, and success criteria, ensuring visibility across internal stakeholders and customers.
• Use structured problem-solving methodologies (e.g., Griffin Hill, Lean Six Sigma principles) to address challenges efficiently.
• Track and achieve onboarding KPIs including time-to-live, utilization milestones, and post-launch performance.
• Recommend process improvements that drive efficiency, consistency, and scalability in the onboarding function.
• Consistently exceed onboarding KPIs, contributing directly to Dental Intelligence's growth and retention goals.

Own the DSO Customer Experience

• Lead all aspects of the onboarding process for assigned DSO clients, ensuring high satisfaction and smooth delivery from kickoff through go-live.
• Act as the primary escalation point for complex accounts — resolving issues efficiently and independently.
• Anticipate client needs and proactively address potential challenges before they arise.
• Deliver a consistent, high-quality experience that drives early adoption and measurable success.
• Continuously innovate onboarding practices to enhance the DSO experience and reduce time-to-first-value (TTFV).

What you'll need to get the job done:

• 5+ years of experience with Dental Intelligence products or equivalent SaaS platforms.
• 3+ years in onboarding, implementation, or project management roles within Customer Success.
• 2+ years of leadership or mentorship experience.
• Bachelor's degree or equivalent professional experience.
• Strong technical aptitude and comfort working across multiple platforms.
• Exceptional communication, analytical, and customer relationship skills.
• A proactive, solution-oriented mindset with the ability to thrive in a fast-paced environment.
• Comfort using Salesforce, Gainsight, Asana, and Excel for tracking progress and outcomes.

What you'll love about us:

• Flexible Paid Time Off + 11 company-wide paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions
• Company paid Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more
• Fully Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors
• Learning & Development Reimbursement program

Please Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.