Customer Success Manager

AirPay; New York (NY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

AirPay in New York City is seeking a Customer Success Manager to own the end-to-end experience for dental practices using AirPay software. You will guide clients through implementation, ensure adoption, and manage the relationship post-launch to drive retention and growth.

This in-person role offers some remote flexibility; candidates must be based in NYC or willing to relocate and work in the office at least 3 days a week. We hire across levels (Associate/Manager/Senior Manager).

Qualifications

• 5+ years of experience in consulting, client services, or customer success.
• Strong project management abilities with multiple customers and projects.
• Proven ability to build and maintain relationships with key decision-makers and stakeholders.
• Ability to adapt in a startup environment and handle unfamiliar situations.
• Strong work ethic and commitment to excellence.

Responsibilities

• Act as the primary point of contact for assigned customers during and after implementation, ensuring ongoing success and engagement with the product.
• Lead the implementation process for a portfolio of strategic customers, tailoring plans to meet each customer’s needs.
• Define timelines, milestones, and deliverables, managing expectations for on-time, high-quality deployment.
• Provide workflow guidance and customized training to ensure users are proficient with the product.
• Drive customer adoption and maximize product usage to achieve desired outcomes.
• Build and nurture long-lasting relationships across stakeholders within the dental practice and/or DSOs.
• Conduct regular check-ins and business reviews to address challenges and identify growth opportunities.

Skills

Customer success

Project management

Relationship building

Critical thinking

Adaptability

Startup environment

Job description

At AirPay, we are on a mission to improve the consumer experience for dental patients. We are growing rapidly, partnering with top dental provider groups and insurance carriers. Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more.

We are committed to delivering exceptional customer service and building lasting relationships with our users. We’re looking for a dynamic and motivated Customer Success Manager to join our team and help us maintain our high standards of customer care.

About the Role

As a Customer Success Manager, you will be responsible for owning the end-to-end experience for a set of dental practices using AirPay software. You will guide clients through the implementation of our technology, ensuring that their needs are met from initial setup to successful adoption, and continue to manage the relationship post-launch. Your goal is to ensure customers derive maximum value from our solutions, which will result in high satisfaction, retention, and growth opportunities.

This is an in-person role based out of our New York City office, with flexibility for some remote work. Note: We are hiring this role across levels (Associate/Manager/Senior Manager).

Key Responsibilities

• Act as the primary point of contact for assigned customers during & after implementation, ensuring ongoing success and engagement with the product
• Lead the implementation process for a portfolio of strategic customers, tailoring the plan to meet each customer’s needs
• Define project timelines, milestones, and deliverables, and manage customer & internal expectations throughout the process leading to an on-time & high-quality deployment of AirPay
• Provide workflow guidance and customized training & best practices to ensure users are fully equipped to use the product
• Drive customer adoption and maximize product usage, ensuring customers achieve their desired outcomes
• Build and nurture strong, long-lasting relationships across stakeholders - users, leadership - within the dental practice and/or Dental Service Organizations (DSOs)
• Conduct regular check-ins, business reviews, and account health assessments to proactively address challenges, maximize customer value with the product, and identify opportunities for growth

Skills & Qualifications

• 5+ years of experience in consulting, client services, or customer success. Prior experience within tech or in implementing software solutions is a strong plus.
• Strong critical thinking and problem-solving abilities
• Strong project management skills with the ability to manage multiple customers and projects simultaneously, ensuring deadlines and milestones are met.
• Demonstrated ability to build and maintain strong relationships with key decision-makers and stakeholders, ensuring customer satisfaction and loyalty.
• Adaptability and self-motivation; desire to work in a startup environment where roles may shift and we may encounter new and unfamiliar situations
• Strong work ethic. We are committed to excellence, so we work harder and smarter.
• Believes that work should be enjoyable. We are a close-knit team and care about having fun at work — we want you to feel the same.
• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis
• Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.
• Please note that you must be legally authorized to work in the U.S. for this position.