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Job Description
Overjet is seeking a detail-oriented and enthusiastic Customer Success Manager to join its Practice team. Overjet is the global leader in dental AI, and this role is crucial for driving client success and expanding the company's reach in the dental industry. The Mid-Market CSM will be responsible for managing mid-market accounts, ensuring clients achieve their desired outcomes through the adoption of Overjet's platform. They will provide strategic guidance to clients, ranging from power-users to C-Suite executives. Experience in Dental is not required, but the eagerness to jump in and learn a new industry is a must.
Role involves:
- Managing 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
Requirements:
- 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)
Overjet offers:
- 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
