Customer Success Manager

DentalHQ is the leading healthcare SaaS membership subscription management platform, helping dental practices grow recurring revenue and deliver better patient experiences. The Customer Success Manager will own the end-to-end customer lifecycle across dental practice customers, responsible for onboarding, training, and proactive engagement to drive product adoption and customer satisfaction.

Responsibilities:

• Lead new customer onboarding for DentalHQ, ensuring practices go live efficiently and confidently
• Deliver structured product training tailored to each customer's workflows and goals
• Proactively manage a portfolio of accounts through regular outreach — phone calls, emails, and check-ins — to monitor health, drive adoption, and uncover growth opportunities
• Serve as a trusted advisor, helping customers maximize the value of the platform throughout their lifecycle
• Identify and resolve customer issues quickly and decisively, escalating when appropriate
• Track customer engagement, milestones, and performance data in the CRM to inform decisions and flag risk early
• Collaborate with Sales, Product, and Support teams to advocate for customers and close feedback loops
• Contribute to the continuous improvement of onboarding processes, training materials, and success playbooks

Requirements:

• 4+ years in a customer success, account management, or client-facing role at a SaaS company
• Hands-on experience with CRM platforms (e.g., Zoho) to track interactions, manage pipelines, and report on customer health
• Exceptional communication skills — clear, confident, and consultative across phone, email, and video
• Strong organizational and project management abilities; you can manage multiple accounts simultaneously without letting quality slip
• A natural problem-solver who stays calm under pressure and brings creative, objective thinking to conflict resolution
• Self-directed and accountable — you own your work from kickoff to completion with minimal handholding
• Adaptable and curious, able to keep pace with an evolving product and market landscape
• Sharp attention to detail, particularly when configuring accounts, documenting interactions, or delivering training
• Experience as a customer success/retention account manager in dental software is highly desirable
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications is a plus
• Familiarity with dental practice management software, EHR/EMR systems, or healthcare technology is a strong plus