Customer Success Manager II - Private Practice

Davita Inc.; American Fork (UT); Remote; USD 65,000 - 80,000; Full time

Job summary

A well-established healthcare technology company is looking for a Customer Success Manager II to enhance client relationships and drive product utilization. This remote role focuses on understanding customer needs and improving business processes while collaborating with various teams to ensure customer satisfaction and growth. Join a supportive and inclusive workplace where your expertise in customer success will contribute to the success of our private practice customers.

Benefits

Paid time off

401(k) with match

Medical, dental, and vision insurance

Inclusive workplace culture

Qualifications

• 3-5 years in relevant customer-facing roles.
• Experience leading cross-functional projects.
• Proficiency with customer relationship management systems.

Responsibilities

• Build and maintain relationships with clients.
• Identify opportunities for product adoption.
• Provide strategic oversight of customer lifecycle.

Skills

Communication

Project Management

Customer Engagement

Problem Solving

Analytical Skills

Education

Bachelor's degree

Job description

Customer Success Manager II - Private Practice

Paid time off, sick time, short-term disability, 401(k)

This position is Remote within the United States

Job Summary

This position is responsible for building relationships with an assigned set of Private Practice customers to drive adoption, value, and growth of our products and services within those accounts. This role will work closely with Account Managers and Sales Executives to proactively strengthen the customer relationship, improve business processes/workflows, increase product utilization, and enhance the value of Henry Schein One products and services. Success will be achieved through strong account planning, stakeholder engagement, and aligning products to customer initiatives and growth plans. Candidates should have experience in customer-facing roles in software; dental or medical experience is a plus (understanding of patient and/or clinical journey, revenue cycle management, and analytics).

What You Will Do

• Build on the client relationship established during the sales process by understanding customer goals and providing value in all interactions.
• Serve as the primary point of contact for customers, coordinating with other teams as needed for exceptional service.
• Provide strategic oversight of the customer lifecycle to achieve rapid time-to-value.
• Proactively identify opportunities to increase adoption and utilization, and promote professional services.
• Identify customers with measurable success using Henry Schein One solutions and develop their interest in sharing their success stories.
• Maintain accurate client records in the CRM software.
• Develop strong customer relationships over the phone.
• Connect customer needs to relevant product offerings.
• Prioritize reactive and proactive tasks effectively.
• Report on opportunities, issues, and renewal likelihood for assigned customers.
• Develop an understanding of the dental industry and regional issues affecting customers.
• Share best practices with the Customer Success team.
• Facilitate resolution of customer escalations and resolve complex issues effectively.
• Build partnerships internally and externally at all levels.

Travel/Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications

Must have:

• Typically, 3-5+ years of increasing responsibility in relevant roles.
• Bachelor's degree or equivalent in a related discipline.
• Experience leading cross-functional customer-facing projects.
• Success in achieving or surpassing retention targets.
• Strong industry knowledge and decision-making skills.
• Proficiency with tools, systems, and procedures.
• Excellent planning, organizational, verbal, and written communication skills.
• Effective presentation and conflict resolution skills.

Nice to have:

• Master's degree or equivalent.
• Customer Success or account management experience.
• Dental industry experience.
• Experience managing 100+ accounts.
• Experience with CRM or Customer Success platforms.

The posted salary range is $65,000 - $80,000, reflecting the starting base for a fully proficient employee. Compensation factors include experience, skills, location, and internal equity. The role is eligible for a bonus target.

What You Get as a Henry Schein One Employee

• A supportive, diverse, and inclusive workplace.
• Opportunities for growth in the healthcare technology industry.
• Competitive compensation and benefits including medical, dental, vision, 401(k) with match, PTO, parental leave, disability, and more.

About Henry Schein One

Henry Schein One leads in dental management, analytics, communication, and marketing software, offering integrated solutions for users. We value innovation, teamwork, professional development, and work-life balance. Recognized as a top employer in Utah in 2022, we are committed to a diverse workforce and inclusive environment.

Henry Schein, Inc. is an Equal Employment Opportunity Employer. We do not discriminate based on race, color, religion, national origin, disability, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or other protected statuses.

Note: Currently not hiring residents of Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.