Customer Success Manager

Oryx Dental is seeking a highly motivated Customer Success Manager to join their innovative dental technology team. The ideal candidate will help clients maximize the value of Oryx's products and services, ensuring long-term success and satisfaction through relationship management and technical understanding.

Responsibilities:

• Build and maintain strong, lasting relationships with key clients, acting as their primary point of contact and trusted advisor
• Facilitate seamless onboarding experiences for new clients, in partnership with our onboarding, training and support team, to ensure successful adoption of Oryx across all offices and users
• Monitor client engagement and product usage, identifying opportunities to increase adoption, feature utilization, and overall client satisfaction
• Proactively reach out to clients to discuss their needs, gather feedback, and offer solutions that align with their business goals
• Serve as an escalation point for client issues, working closely with technical support and product teams to ensure timely and effective resolution
• Collaborate with growth sales teams to identify potential upsell and cross-sell opportunities, and manage client renewals to ensure high retention rates
• Collect and synthesize client feedback to inform product development and improvement initiatives. Encourage satisfied clients to become advocates for our brand
• Track and report on key customer success metrics, including client health scores, retention rates, and satisfaction levels

Requirements:

• Excellent communication, interpersonal, and presentation skills
• Bachelor's degree or equivalent professional experience
• Experience in client-facing roles (examples: customer success, account management, or consulting)
• Proven ability to build and maintain strong client relationships
• Proactive problem-solver with a strong customer advocacy mindset
• Ability to manage multiple client accounts and competing priorities in a fast-paced environment
• Willingness to travel occasionally for client visits or industry events
• Proficiency with CRM software and customer success platforms (e.g., Salesforce, HubSpot)
• Bachelor's degree in Business, Marketing, Healthcare Administration, or a related field
• Experience in customer success, account management, or client services within a SaaS company
• Experience in the dental or healthcare technology industry
• Familiarity working in a SaaS environment
• Strong understanding of dental practice operations and workflows