Customer Success Manager - SaaS

Henry Schein One group; United Kingdom; À distance; GBP 45 000 - 65 000; Plein temps

Résumé du poste

Henry Schein One UK is seeking a proactive Customer Success professional to drive outcomes for managed and pooled accounts, delivering digital-first experiences that scale across our dental SaaS platform.

You will mentor customers, run strategic business reviews, and use data to demonstrate value, while partnering with Sales and Product to identify retention and expansion opportunities. A strong CS background and tool familiarity are essential.

Qualifications

• Experience driving customer retention and growth opportunities.
• Strong understanding of GRR and NRR metrics.
• Ability to translate data into actionable customer outcomes.
• Proven track record delivering digital-first customer programs.
• Familiarity with common CS tools and dashboards.

Responsabilités

• Drive customer outcomes across managed and pooled accounts.
• Scale digital-first success experiences (webinars, programs).
• Lead strategic reviews and demonstrate value with data.
• Monitor customer health and implement retention strategies.
• Collaborate with Sales and Product to identify opportunities.
• Advocate for customers and provide feedback to product teams.

Connaissances

Commercial mindset

Retention growth

CS metrics

Data-driven

Digital engagement

CRM platforms

Outils

HubSpot

Salesforce

Gainsight

ChurnZero

Description du poste

About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.

We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world‑class SaaS products.

Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies for 4 consecutive years, our culture as an inclusive and forward‑thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone.

Our Culture

Customer success is at the heart of everything we do, and we strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top‑tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long‑lasting partnerships that drive positive outcomes.

What We Do

Dentally solves real-world challenges at scale in the UK, Canada and APAC across;

• Clinical -AI-powered diagnosis for early detection of disease and mouth cancer. AI transcription for more accurate note taking. Advanced 3D + 4D imaging for deeper clinical insight.

• Practice Management - Automate every aspect of running a dental practice, from appointments, payments and patient communications to workflows, analytics and third-party integrations. Built to reduce admin and give teams more time to focus on patients.

• Patient Experience - A digital‑first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old‑school phone calls and paper forms.

What This Role Is and Isn't

Customer Success can mean very different things in different businesses.

This is about driving customer outcomes, not simply managing accounts.
You'll work across managed and pooled customers, combining strategic 1:1 engagement with digital-first, scalable Customer Success.

This probably isn't the right fit if you prefer owning a fixed book of accounts and building your role predominantly around high-touch relationships.
But this might be your perfect role ifyou thrive on retention, growth, customer value, data, and knowing when to go high-touch versus when to scale.

Your Impact

Revenue Ownership & Customer Growth: Deliver customer outcomes across both managed and pooled customers, using the right intervention for the customer need. You’ll focus on the actions that drive retention and growth, influencing key commercial outcomes such as GRR, NRR and expansion, while ensuring customers consistently realise value from our products.
Scaled Customer Enablement: A big part of this role is scale. You’ll deliver digital‑first success experiences, including webinars, education programmes and success plans, while working with Marketing and CS Ops to identify opportunities to support customers more effectively at scale.
Strategic Customer Partnerships: You’ll partner closely with your customers to understand their goals, run impactful business reviews, and use data to clearly demonstrate the value we deliver. Along the way, you’ll spot both risks and opportunities early.
Customer Health & Retention Management: Day-to-day, you’ll use dashboards and insights to stay on top of customer health, proactively managing churn risk and applying structured retention strategies where needed. You’ll also work closely with Sales to identify and progress upsell and expansion opportunities.
Customer Insight & Product Influence: You’ll also be the voice of the customer internally. By bringing together feedback, product usage insights, and learning data, you’ll help shape product improvements and drive better customer outcomes, working closely with our Product Development team
Customer Advocacy & Peer Learning: Beyond this, you’ll help strengthen customer advocacy by identifying champions, creating opportunities for customers to learn from each other, and representing us at some of the UK’s biggest industry events.
Data, Governance & Performance Tracking: Behind the scenes, you’ll keep CRM data clean and actionable, track key metrics, and use insights to continuously improve performance and customer outcomes.

What You'll Bring With You

• A strong commercial mindset, with experience driving customer retention and uncovering growth opportunities through upselling and cross‑selling.

• A solid understanding of CS metrics such as GRR and NRR, and the actions that influence them.

• A track record of improving customer health, adoption and measurable customer outcomes.

• Confidence building relationships, leading strategic conversations and clearly demonstrating value.

• A data‑driven approach, using insights to spot risks, opportunities and areas for improvement.

• Experience delivering digital‑first customer engagement, such as webinars, education programmes or scalable success initiatives.

• Familiarity with platforms such as HubSpot, Salesforce, Gainsight or ChurnZero.

DESIRABLE:

• Customer Success certifications (e.g. CCSM, SuccessHACKER, Gainsight, Cisco/TSIA)

• Healthcare or dental industry experience

Diversity

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal‑opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

Our Values

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:

• Working as one

• Making it easy

• Caring about care

• Making it happen