Customer Success Manager

CareStack™ - Dental Practice Management; Thiruvananthapuram; On-site; INR 900,000 - 1,500,000; Full time

Job summary

CareStack is a cloud-based dental software solution serving scheduling, clinical, billing, patient engagement and reporting needs for dental offices.

The company seeks a Customer Success Manager to nurture customers, align product roadmap with client needs and drive growth while reducing churn. The role emphasizes product led thinking and collaboration with Sales, Onboarding and Product teams.

Qualifications

• Understand customer pain points and translate them into objective problems.
• Identify the right problems and prioritize.
• Deep understanding of product development life cycle.
• Understanding of Product management tools, processes and ceremonies.
• Past experience of product management and customer management.
• Experience of dental domain and dental Practice management systems.
• Coordination and stakeholder management.
• Experience in working with development & engineering teams.

Responsibilities

• Responsible for customer health, user satisfaction, overall growth and churn prevention due to unfulfilled expectation.
• Continuous monitoring of feature adoption across customers ensuring higher degree of stickiness and maximizing the benefits in the product.
• Drive product initiatives for higher feature adoption. Periodic webinars for new releases and presenting the newly launched solutions.
• Be a customer advocate and drive product roadmap for ensuring evolving needs are being addressed.
• Constant monitoring of customer usage to understand areas they need assistance and training to improve adoption.
• Evangelize the customer adoption and success stories within the larger product org
• Constantly meet with the larger product org to present challenges faced by the customers
• Review the product roadmap to ensure tactical customer pain points are addressed in a timely manner.
• Coordinate with Sales and Onboarding teams to drive customer success from the start of their journey in CareStack
• Program manage beta programs for new features to take feedback
• Manage and own feature discovery and coordinate with Product Management teams for the final solution and validation
• Responsible for overall feature usability and eligibility criteria for releasing features to customer

Skills

Customer Success

Product Management

Stakeholder Management

Dental Domain Knowledge

Cross-functional Collaboration

Change Management

Tools

Product management tools

Job description

CareStack is a complete cloud-based dental software solution for scheduling, clinical, billing, patient engagement, and reporting needs of dental offices. With features for centralisation, automation, and analytics, CareStack enables dental organisations to achieve scale.

Role Description:

This is a full-time role for Customer Success Manager at CareStack. The role demands a product led mindset to nurture customers and partner them in their growth journey. Assessing the needs and wants of customers and driving the product roadmap to meet customer expectations.

Responsibilities:

• Responsible for customer health, user satisfaction, overall growth and churn prevention due to unfulfilled expectation
• Continuous monitoring of feature adoption across customers ensuring higher degree of stickiness and maximizing the benefits in the product
• Drive product initiatives for higher feature adoption. Periodic webinars for new releases and presenting the newly launched solutions
• Be a customer advocate and drive product roadmap for ensuring evolving needs are being addressed.
• Constant monitoring of customer usage to understand areas they need assistance and training to improve adoption.
• Evangelize the customer adoption and success stories within the larger product org
• Constantly meet with the larger product org to present challenges faced by the customers
• Review the product roadmap to ensure tactical customer pain points are addressed in a timely manner.
• Coordinate with Sales and Onboarding teams to drive customer success from the start of their journey in CareStack
• Program manage beta programs for new features to take feedback
• Manage and own feature discovery and coordinate with Product Management teams for the final solution and validation
• Responsible for overall feature usability and eligibility criteria for releasing features to customer

Required Skills / Experience:

• Understand customer pain points and translate them into objective problems
• Identify the right problems and prioritize
• Deep understanding of product development life cycle
• Understanding of Product management tools, processes and ceremonies
• Past experience of product management and customer management
• Experience of dental domain and dental Practice management systems
• Coordination and stakeholder management
• Experience in working with development & engineering teams

Our Team:

At CareStack, transparency and trust are key. Join a tight-knit group of professionals dedicated

to excellence and supporting each other’s journeys.