Manager of Customer Success, SMB

Overjet develops AI technology for dental providers and insurers. The Manager of Customer Success, SMB leads retention, adoption, and expansion across private dental practices while hiring and scaling a team of SMB Customer Success Managers. The role builds data-driven, AI-enabled processes for onboarding, customer engagement, and team operations.

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

Requirements:

• 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)