Customer Success Manager

Incisive is building a partnership and support network for independent dental practices. The Customer Success Manager owns a portfolio of practices, supporting onboarding, utilization, retention, account growth, and development of the Customer Success playbook.

Responsibilities:

• Serve as the main point of contact for group practice onboardings, coordinating across locations, stakeholders, and internal teams
• Establish clear 30, 60, and 90-day ramp goals
• Monitor new account activity and intervene quickly when utilization is below expectations
• Help practices incorporate Incisive into their existing restorative and digital workflows
• Coordinate with internal teams to address implementation, lab, product, or service barriers
• Ensure customers understand the opportunities available through the Incisive network
• Monitor account health and identify early warning signs of customer risk
• Proactively address underutilization, dissatisfaction, service issues, or other barriers
• Develop account-specific strategies to recover declining accounts
• Lead customer save conversations, escalating significant risks when appropriate
• Document reasons for churn, declining utilization, and customer dissatisfaction
• Partner with leadership and other teams to resolve recurring customer issues
• Own an assigned portfolio of active customer accounts
• Increase utilization and help practices meet or exceed expected lab commitments
• Drive adoption of additional product categories and services relevant to each practice
• Manage straightforward account expansions and partner with leadership or Sales on larger opportunities
• Conduct regular account reviews focused on performance, opportunities, and next steps
• Track expansion opportunities and follow through consistently
• Share successful approaches and customer insights to strengthen Incisive’s expansion playbook
• Maintain accurate account information, activity, risks, and opportunities in the CRM
• Develop and execute new Customer Success playbooks
• Provide feedback on processes and help improve Customer Success tools and resources
• Share customer feedback and market insights with Product, Sales, Operations, and leadership

Requirements:

• Dental industry experience is required
• 4+ years of experience in customer success, account management, sales, or another customer-facing role
• Experience managing a portfolio of customer accounts
• Demonstrated ability to develop lasting customer relationships
• Experience addressing dissatisfied or at-risk customers
• Ability to identify and pursue account growth opportunities
• Comfortable using data and performance metrics to guide customer conversations
• Highly organized and able to manage multiple accounts and priorities
• Comfortable working independently in a growing company where processes continue to evolve
• Excellent written and verbal communication skills
• Entrepreneurial and comfortable with ambiguity