Manager of Customer Success, SMB

LEAD THE FUTURE OF DENTISTRY.

The company is the world-leader in dental AI. Already, thousands of dental providers and insurers rely on our platform to deliver the best possible care. Now, we’re looking for talented people to fulfill our mission: improve oral health for all.

The company is where builders become leaders. Everyone here loves to make new things: new products, new partnerships, new content, and a new category of AI technology. And as the company grows ridiculously fast, so will you.

Simply put, there’s no better place to accelerate your career. Come join us!

THE ROLE

As a Manager of Customer Success, SMB at the company, you will play a crucial role in leading our fastest-growing segment through its next phase of hyper-growth. You’ll drive retention, adoption, and expansion across our SMB customer base (private dental practices), and you’ll hire, coach, and scale a team of SMB Customer Success Managers. Leveraging AI and automation, you’ll build the strategies and playbooks that get new practices live fast, keep them engaged, and turn them into long-term advocates, making sure every practice gets maximum value from the company’s AI platform.

We’re not looking for dental expertise. We’re looking for someone smart, hungry, and humble: a rock star who learns fast, loves to build, and gets fired up by turning data into action. If that’s you, this is your seat.

Responsibilities

• Retention and churn reduction: Own SMB net revenue retention, gross churn, and contraction. Build the churn prevention system, including early risk detection, save motions in email and meetings, ROI objection handling, and a clear escalation pathway. Step into critical saves yourself.

• Coaching and team leadership: Hire, onboard, and scale a team of SMB CSMs. Build coaching programs grounded in real call and email reviews. Set clear goals, hold the team accountable, and build a culture of curiosity and ownership.

• Onboarding and time-to-live: Own how quickly new clinics and new locations go live. Streamline and automate onboarding, including self-serve and portal-driven motions, so the team can scale without adding headcount at the same rate.

• Activation and adoption: Drive early product adoption across Vision, Voice, and RCM. Define activation milestones, identify where clinics stall, and design training, follow-up, and re-engagement programs that move usage. Reduce trial drop-off and opt-outs.

• Analytics-driven management: Own health scoring, risk signals, and the weekly operating cadence. Use BigQuery, Gong, CRM, and product usage data to find at-risk clinics, root-cause churn and opt-outs, and decide where the team spends its time.

• AI-first operations: Build automations that replace manual work, such as call and training-session reviews, AI-drafted follow-ups, and risk summaries. Make AI part of every CSM’s daily workflow, and measure the productivity gain.

• Cross-functional partnership: Work with Sales, Onboarding, Support, Product, Marketing, and Finance. Serve as the voice of the customer, bringing quantified feedback on product gaps, pricing and ROI objections, and competitive pressure.

• Forecasting and reporting: Deliver accurate retention forecasts and clear reporting on churn drivers, activation trends, and team performance to senior leadership.

QUALIFICATIONS

• 5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing CSMs.

• Experience running a high-volume SMB book where retention and adoption are won through process, data, and automation rather than high-touch coverage alone.

• A track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps on objection handling.

• Strong analytical skills. You can write or review SQL, build and interpret dashboards, and turn usage and health data into decisions.

• Hands-on AI fluency. You already use LLMs and automation to build workflows, review calls, and scale coaching, and you can show examples.

• Experience with CRM and CS tools (Salesforce, Gainsight, or similar) and call intelligence or BI tools (Gong, BigQuery, Sigma, or similar).

• Excellent communication. You are credible with dental practice owners and with executives.

• Strong ownership and urgency, and comfort with aggressive, metric-bound goals.

• Dental, healthcare, or practice-management software experience strongly preferred (2+ years with dental practices or DSOs is a plus).

Why the company?

• Competitive Compensation and Equity

• Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of the company - 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

Our Hybrid Workplace

We have a unique hybrid workplace at the company — which combines the teamwork of meeting in person, with the flexibility of working from anywhere.

Many of our positions are based in San Mateo, New York City, Boston, and Salt Lake City. The Jetters who live in these “geo-hubs” come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week.

Our People Team is happy to answer any questions about what hybrid work means for your specific role!

The company's Values

• Excellence: Aim Higher

• Velocity: Quickly Deliver Results

• Ownership: Go the Extra Mile

• Win-win: Care Deeply

Company Recognition

• Included on Best Places to Work by BuiltIn lists in 2026 [link for members] #3 overall in the US, #1 in NYC, #1 in San Francisco, and #2 in Boston

• #4 on FastCompanys's Most Innovative Companies list in Healthcare for 2026 [link for members]

• Named one of the TIME Best Inventions of 2024 [link for members]

• Recognized in Newsweek’s Most Loved Workplaces in America 2024 [link for members]

• Won the Dental Health category at the Digital Health Awards 2024 [link for members] 2024 Best Places to Work by Built In [link for members]

• Recognized as one of the Top Startups of 2023 by LinkedIn [link for members]

• Included on the definitive 2022 Forbes AI 50 [link for members]

EEOC

The company is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply!

If you are a Colorado resident: Please contact us by emailing [link for members] to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.