Director, Scaled SMB Success & Retention

Dental Intelligence Inc.; United States; À distance; USD 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Flexible PTO + 10 holidays

Medical, Dental & Vision benefits

Fully paid parental leave

401K with company match

Learning & Development reimbursement

Life, Disability & AD&D coverage

Mental health support & wellness perks

Résumé du poste

Dental Intelligence Inc. is seeking a Director of Scaled Success to lead our SMB Customer Success motion and drive a healthy, 85%+ gross revenue retention across our high-velocity SMB base.

You’ll build scalable adoption programs, own cancellation workflows, and lead a four-person team to deliver outcomes across retention, adoption, and win-back initiatives. You’ll partner with Sales, Product, Support, and CS Ops to shape strategy, develop playbooks, and report results with a data-driven

Qualifications

• 3+ years in Customer Success, Retention, or Revenue-focused roles, with 2+ years directly managing a scaled success team
• Proven track record owning and improving GRR/NRR or retention metrics for a high-volume SMB customer segment
• Experience building and scaling 1-to-many customer engagement programs (adoption campaigns, digital-led CS motions, automation/lifecycle tooling)
• Direct experience running or overseeing a cancellation/save process, including negotiation and objection handling at scale
• Strong analytical skills — comfortable owning health scores, churn forecasting, and reporting on retention/adoption KPIs
• Experience with CS platforms (Gainsight, ChurnZero, Vitally, or similar), CRM tools (Salesforce/HubSpot), and Tableau, BI, or similar reporting tools
• Excellent cross-functional collaboration skills; able to influence Product, Sales, and Marketing without direct authority
• SaaS experience required; healthcare, dental, or vertical SaaS experience strongly preferred
• A builder’s mindset — comfortable creating process and playbooks where none exist yet
• Ability to travel ~once a quarter for leadership meetings

Responsabilités

• Own SMB gross revenue retention (GRR) performance with 85%+ target, including churn drivers, save rates, and win-back conversion
• Build and maintain a health-scoring and risk-signal framework to flag accounts before cancellation
• Forecast churn risk and retained revenue with Finance/Ops on monthly/quarterly cadence
• Own end-to-end cancellation workflow from signals to save outcomes and post-churn win-back outreach
• Direct Scaled Adoption Specialists in designing 1-to-many and 1:1 engagement programs to drive feature adoption and reduce churn risk
• Define adoption milestones tied to retention outcomes and close adoption gaps proactively
• Collaborate with scaled success content team and CS Ops to test and refine outreach cadences, content, and triggers
• Report results of scaled adoption efforts to show business impact
• Direct Retention Specialists in managing cancellation pipeline, triaging requests, and negotiating outcomes
• Build a structured win-back motion for churned customers including segmentation and reactivation offers
• Establish clear playbooks, talk tracks, and escalation paths for consistent outcomes
• Coach and develop a 4-person team with defined KPIs and career paths
• Lead weekly pipeline/risk reviews and monthly performance reviews
• Foster ownership, urgency, customer empathy with commercial discipline
• Partner with Product and Engineering to surface adoption/retention insights for roadmap
• Coordinate with Sales and Onboarding for smooth handoffs into SMB post onboarding
• Work with Marketing/Lifecycle for aligned communications and campaigns
• Report retention performance and risk trends to CS leadership
• Serve as voice of SMB customer in cross-functional discussions

Connaissances

Scaled team leadership

Retention/GRR analytics

1-to-many engagement programs

Cancellation/save process

Cross-functional collaboration

CS platforms (Gainsight/ChurnZero/Vita

CRM tools (Salesforce/HubSpot)

Data-driven decision making

SaaS mindset

Travel readiness

Outils

Gainsight

ChurnZero

Vitally

Salesforce

HubSpot

Tableau/BI

Description du poste

Dental Intelligence Inc. is seeking a Director of Scaled Success to lead our SMB Customer Success motion and drive a healthy, 85%+ gross revenue retention across our high-velocity SMB base.

You’ll build scalable adoption programs, own cancellation workflows, and lead a four-person team to deliver outcomes across retention, adoption, and win-back initiatives. You’ll partner with Sales, Product, Support, and CS Ops to shape strategy, develop playbooks, and report results with a data-driven