Customer Success Manager

Archy Dental, Inc.; Northern (KY); Hybrid; USD 90,000 - 100,000; Full time

Benefits offered by this job

Health coverage including dental and 3

One Medical & Spring Health

Paid time off

Salary and equity

Retirement plans

Remote stipend

Annual offsite

Job summary

Archy is a remote-first, internationally distributed team redefining how dental practices operate with AI-powered software. As a Customer Success Manager, you'll ensure practices gain real, measurable value, drive product adoption, strengthen relationships, and proactively reduce churn.

You'll work in a fast-moving, digital environment, leveraging data and AI tools to scale onboarding and account management across our growing portfolio.

Qualifications

• Experience in the healthcare industry (dental preferred).
• Experience in customer success, account management, or a SaaS sales role with a track record of retaining and growing a book of business.
• Comfort owning a high-volume, digitally-led book of accounts rather than a small set of enterprise relationships.
• Commercial, outcomes-driven mindset with adoption, retention, and expansion targets.
• Strong data fluency: read usage and health data, draw conclusions, and decide where to spend your time.
• Excellent communication skills for one-to-many programs and sensitive one-to-one conversations.
• Able to leverage AI tools and automation in daily work.
• Demonstrated business acumen to understand customer needs, articulate value, and influence stakeholders.
• Ability to navigate ambiguity in a fast-moving early-stage environment.
• High technical aptitude to guide customers through software; strong organization.

Responsibilities

• Collaborate with other CSMs to drive adoption, retention, and growth across the customer portfolio.
• Drive product adoption through digital motions—in-app guidance, webinars, office hours, and targeted campaigns.
• Use product usage data to identify underutilization and guide practices in adopting valuable features.
• Grow expansion revenue by acting on health signals and practice performance metrics.
• Identify churn risk early and run proactive outreach before accounts reach the edge.
• Own reactive save motions to maintain healthy customer relationships.
• Manage renewals and forecast risk to retain gross and net revenue.
• Live in health and usage dashboards to prioritize high-impact accounts.
• Actively adopt and integrate AI tools into workflows to boost productivity.
• Partner with Onboarding, Support, Sales, and CX leadership on growth and at-risk accounts.
• Provide customer feedback to Product to improve the platform and journey.
• Help scale the CX team by contributing to playbooks and health-scoring models.

Skills

Customer success

SaaS

Healthcare industry

Data fluency

Communication

AI tools

CRMs

Gainsight/Vitally/Catalyst

Tools

HubSpot

Salesforce

Gainsight

Vitally

Catalyst

Job description

Be a part of our team as we continue to redefine how dental practices operate more efficiently and seamlessly.

Archy's modern software helps dental practices work smarter by reducing everyday friction and equipping teams with AI-powered tools so providers can focus on delivering great care while we handle the complexity of running the practice.

See open roles W e ’ r e e a r l y i n o u r j o u r n e y , a n d d e n t a l p r a c t i c e s l o v e t h e s o f t w a r e . B e t t e r y e t , t h e r e ’ s m o r e t h a t w e c a n s t i l l b u i l d t o g e t h e r .

I f y o u ’ r e e x c i t e d b y b i g c h a l l e n g e s , s h i p p i n g q u i c k l y , e m b r a c i n g A I c a p a b i l i t i e s , a n d r e a l o w n e r s h i p , A r c h y c o u l d b e t h e p l a c e f o r y o u .

M o r e t h a n t h a t , w e ’ r e a l l p a t i e n t s o f a d e n t a l p r a c t i c e . W e w a n t t h e b e s t e x p e r i e n c e w h e n w e g o t o t h e d e n t i s t .

W a n t t o j o i n u s a s w e c o n t i n u e t o b u i l d t h e f u t u r e o f d e n t a l s o f t w a r e ? See open roles

What You Will Receive

Perks & Benefits

• Comprehensive health, dental, and vision coverage
• Additional benefits including One Medical and Spring Health (availability varies by location)
• Time off designed to support rest and recharge, with policies that vary by role
• Competitive salary and equity, with performance-based incentives or bonuses for eligible roles
• Retirement plans with competitive matching
• Remote work stipend
• Annual company offsite

Our Interview Experience

All interviews are conducted virtually via Google Meet, with flexible scheduling across time zones.

For technical roles

You’ll work through a series of live coding challenges based on real problems within our product, using an environment of your choice. We focus on how you approach problems, think through tradeoffs, and arrive at solutions. We’ll also discuss your technical experience, how you leverage AI in your day-to-day development workflow, and your interest in Archy. You’ll have time for questions as we want this to be a two-way conversation.

For non-technical roles

Interviews are conversational, focused on how you think, what motivates you, and your interest in Archy. We’ll also explore your experience, what you’re looking for next, how you approach early-stage environments, and how you use AI to improve the quality and efficiency of your work. In some cases, you may complete a case study or a mock call. You’ll have time for questions as we want this to be a two-way conversation.

We’re a remote-first, internationally distributed, highly collaborative team.

We enjoy moving quickly and taking ownership of our work, fixing problems, and celebrating wins. As an entirely remote company, we pop into huddles, iterate in real time, and learn and grow together.

Customer Success Manager

Location

United States

Employment Type

Full time

Location Type

Remote

Department

Customer Experience

Compensation

• $90K – $100K

The starting base salary for this position will be determined based on job-related knowledge, skills, experience, and market location.

Please note, as part of our commitment to our customers, we do not recruit or hire individuals currently employed by practices using Archy.

About Archy

Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated.

Archy is a Series C vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.

Job Description

Archy is adding our first Customer Success Managers to the Customer Experience team. As a Customer Success Manager, you'll ensure each practice gets real, measurable value from Archy. You'll drive product adoption, strengthen customer relationships, identify growth opportunities, and proactively reduce churn.

This is a digital‑first, scaled role: you'll lead with efficient, one-to-many programs, leverage automation, and lean on data to decide where higher‑touch, one‑to‑one attention is worth it. And because you're one of our first CSMs, you won't just run the playbook — you'll help write it.

Job Responsibilities

• Collaborate with other CSMs to drive adoption, retention, and growth across our growing portfolio of customers.
• Drive product adoption primarily through efficient digital, one-to-many motions — in-app guidance, webinars, office hours, and targeted campaigns — while layering in higher‑touch outreach for your most strategic accounts.
• Use product usage data to identify underutilization and proactively guide practices in adopting the features that deliver the most value.
• Grow expansion revenue by acting on customer health and business signals — usage trends, sentiment scores, and practice performance such as appointments closed per month and total revenue production — through both inbound and outbound plays.
• Identify churn risk early from explicit signals (cancellation intent, complaints, escalations) and implicit ones (declining logins, usage, or sentiment), and run proactive outreach before accounts reach the edge.
• Own reactive save motions when a practice raises a concern, turning difficult conversations into healthier, more enduring relationships.
• Carry accountability for gross and net revenue retention for your book, managing renewals and accurately forecasting risk.
• Live in customer health and usage dashboards to segment your book and prioritize your day around the highest-impact accounts and signals.
• Expected to actively adopt and integrate AI tools into day‑to‑day workflows to enhance productivity, decision‑making, and overall impact.
• Partner closely with Onboarding on hand‑offs, Support on escalations, and the Sales and CX leadership teams on growth and at‑risk accounts.
• Act as the voice of the customer, feeding themes back to Product to improve the platform and the broader customer journey.
• As one of our first CSMs, contribute to the playbooks, health‑scoring models, and outreach cadences that will scale the Customer Experience team as we grow.

Job Requirements

• Experience in the healthcare industry (dental industry preferred).
• Experience engaging with high-level practice owners and an understanding of the intricacies of running a dental practice
• Experience in customer success, account management, or a customer‑facing sales role, ideally at a SaaS company, with a track record of retaining and growing a book of business.
• Comfort owning a high‑volume, digitally‑led book of accounts rather than a small set of enterprise relationships.
• A commercial, outcomes‑driven mindset — motivated by adoption, retention, and expansion targets, and confident hitting them.
• Strong data fluency: able to read usage and health data, draw conclusions, and decide where to spend your time.
• Exceptional communication skills, comfortable running one‑to‑many programs and handling sensitive one‑to‑one conversations with equal skill.
• Leverages AI tools and automation in everyday work to move faster, improve outcomes, and continuously raise the bar on how we operate.
• Demonstrated business acumen with the ability to understand customer needs, articulate value, and influence stakeholders.
• Confidence in navigating ambiguity and self‑direction in a fast‑moving, early‑stage environment.
• High technical aptitude — you pick up new software quickly and can guide customers through it credibly.
• Strong sense of accountability and exceptional personal organization.
• Experience in the healthcare industry or another industry vertical, and engagement with SMB owners & operators, preferred (dental industry a strong plus).
• Hands‑on experience with a customer success platform (e.g., Gainsight, Vitally, Catalyst) or a CRM (e.g., HubSpot, Salesforce), a plus.

What We Offer:

• Competitive salary and equity (some roles may be eligible for performance‑based incentives or bonuses)
• Health, dental, and vision insurance
• 401(k) plan
• Flexible vacation policy
• Remote‑friendly culture

Compensation Range: $90K - $100K