Customer Success Manager
On-siteProvo, Utah, United States or Alpharetta, Georgia, United States
Job Summary
Partner with customers at risk of churn or downgrade to understand their goals, address obstacles, and execute success plans focused on increasing adoption and reducing attrition. Lead retention conversations with empathy while monitoring health indicators to identify underutilized features and recommend improvements. Collaborate with Sales, Support, and Product teams to resolve issues, document feedback, and refine engagement initiatives. Clearly communicate pricing changes and coordinate offboarding activities when necessary. Track key metrics including churn prevention, recovery, and expansion opportunities. Requires one year of customer success experience, preferably in dental software or SaaS environments, with strong communication skills.
Required Qualifications
- High School diploma or equivalent
- A minimum of 1 year previous customer success, training, call center or technical support experience
- Experience as a customer success/retention account manager in dental software
- An understanding of common industry standard business practices as related to the dental or medical professions
- Experience with software in a SaaS environment
- Experience working with CRM and customer success platforms (Salesforce, Gainsight, JIRA, Zendesk, or similar)
- Excellent verbal and written communication skills, particularly phone and email correspondence
- Basic knowledge of computer hardware, database structure and network troubleshooting
Desired Qualifications
- Experience working in a dental practice office
- Experience using and/or supporting accounting/billing applications
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