Customer Success Manager

Curve Dental; Provo (UT); On-site; USD 60,000 - 90,000; Full time

Job summary

Curve Dental is seeking a Customer Success professional in Provo, UT to serve as the primary contact for at-risk customers, build trusted relationships, and execute success plans to boost adoption and reduce churn. The role collaborates with Sales and internal teams to drive expansion and ensure smooth transitions for ownership changes.

The ideal candidate has 1+ year in customer success or related fields, experience with dental software, and strong communication skills.

Qualifications

• High School diploma or equivalent.
• 1 year minimum experience in customer success, training, call center or technical support.
• Experience as a customer success/retention account manager in dental software.
• Experience in a dental practice office or supporting accounting/billing apps is preferred.
• Understanding of SaaS business practices in dental/medical fields.
• Experience with CRM and customer success platforms (Salesforce, Gainsight, JIRA, Zendesk).
• Excellent verbal and written communication, especially phone and email.
• Basic knowledge of computer hardware, database structure and network troubleshooting.

Responsibilities

• Serve as the primary contact for customers at risk of downgrade or churn.
• Build trusted relationships to understand goals, challenges, and outcomes.
• Develop and execute customer success plans to increase adoption and reduce churn risk.
• Lead retention conversations with empathy and help customers make informed decisions about their subscription.
• Partner with customers experiencing ownership changes to ensure business continuity.
• Monitor customer health indicators and identify opportunities to improve platform adoption.
• Develop adoption strategies and plans to increase utilization of features.
• Identify expansion opportunities and collaborate with Sales when appropriate.
• Communicate pricing changes while reinforcing platform value.
• Document feedback and trends contributing to churn risk.
• Collaborate with Support, Implementation, Product, Training to resolve issues.
• Refine retention strategies and customer engagement initiatives.
• Recommend process/product improvements based on feedback.
• Monitor reporting and health data to identify retention risks.
• Maintain documentation of interactions and outcomes in company systems.
• Coordinate offboarding when retention is not possible for a seamless transition.
• Track retention metrics including churn prevention, recovery, and adoption.
• Support ownership transfer processes with required documentation.
• Perform other duties as assigned.

Skills

Customer success

Retention

Communication skills

CRM platforms

Salesforce

Gainsight

Zendesk

JIRA

Dental software domain

Cross-functional collaboration

Education

High School diploma or equivalent

Tools

Salesforce

Gainsight

Zendesk

JIRA

Job description

Job Responsibilities

• Serve as the primary point of contact for customers identified as being at risk of downgrade or churn.
• Build trusted relationships with customers to understand their goals, challenges, and desired outcomes.
• Develop and execute customer success plans focused on increasing adoption, improving engagement, and reducing churn risk.
• Lead retention conversations with empathy while helping customers make informed decisions regarding their subscription.
• Partner with customers experiencing ownership changes, staffing transitions, or operational challenges to ensure business continuity.

Customer Adoption & Growth

• Monitor customer health indicators and proactively identify opportunities to improve platform adoption.
• Develop and maintain customer adoption strategies, identifying underutilized features and creating plans to increase utilization.
• Identify expansion opportunities and collaborate with Sales when additional products or services may provide customer value.
• Clearly communicate pricing changes while reinforcing the value customers receive from the platform.

Customer Advocacy & Cross-Functional Collaboration

• Document customer feedback, trends, and root causes contributing to churn risk.
• Partner with Support, Implementation, Product, Training, and other internal teams to resolve customer issues and improve the overall customer experience.
• Collaborate on the development and refinement of retention strategies, save plays, and customer engagement initiatives.
• Recommend process and product improvements based on recurring customer feedback and retention trends.

Operational Excellence

• Monitor reporting and customer health data to proactively identify emerging retention risks.
• Maintain accurate documentation of customer interactions, action plans, and outcomes within company systems.
• Coordinate customer offboarding activities when retention is not possible, ensuring a professional and seamless transition.
• Track and report key retention metrics, including churn prevention, customer recovery, product adoption, and expansion opportunities.
• Support ownership transfer processes by coordinating required documentation and cross-functional activities.
• Perform other duties as assigned.

Job Qualifications

Education

• High School diploma or equivalent

Experience

• A minimum of 1 year previous customer success, training, call center or technical support experience
• Experience as a customer success/retention account manager in dental software
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred

Knowledge and Skills

• An understanding of common industry standard business practices as related to the dental or medical professions
• Experience with software in a SaaS environment
• Experience working with CRM and customer success platforms (Salesforce, Gainsight, JIRA, Zendesk, or similar)
• Excellent verbal and written communication skills, particularly phone and email correspondence
• Basic knowledge of computer hardware, database structure and network troubleshooting