Director of Customer Success, DSO

OVERJET; San Mateo (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

OVERJET is seeking a Manager of Customer Success to drive retention, adoption, and expansion within our SMB customer base. In this role, you will lead a team of Customer Success Managers, develop customer success strategies, and ensure that dental practices realize maximum value from our offerings.

The ideal candidate will have over 5 years of experience in customer success, with at least 2 years in management, alongside solid knowledge of the dental industry. Excellent interpersonal skills and an analytical mindset are essential for this role.

Qualifications

• At least 5 years in customer success or account management, including 2 years in management.
• Experience with dental practices or DSOs.
• Strong leadership and communication skills.

Responsibilities

• Achieve retention and expansion targets.
• Recruit and mentor a high-performing team.
• Develop and execute customer success strategies.
• Manage customer relationships and ensure satisfaction.
• Collaborate with cross-functional teams.
• Prepare performance reports for management.

Skills

Customer success management

Team management

Dental industry knowledge

Data analysis

CRM software proficiency

Tools

Salesforce

Gainsight

Job description

Overview

As a Manager of Customer Success, DSO at Overjet, you will play a crucial role in building out our customer success function and driving retention, adoption, and expansion across our SMB customer base. You will be responsible for hiring, leading, and managing a team of SMB Customer Success Managers, developing customer success strategies, and executing them to achieve company retention and growth targets. Your expertise in customer success, dentistry, and AI technology will be essential in ensuring our dental practice customers realize maximum value from our platform.

Responsibilities

• Retention & Expansion Targets: Hit, beat, and raise monthly and quarterly targets for net revenue retention, churn reduction, and expansion revenue.
• Team Leadership: Recruit, train, mentor, and manage a high-performing customer success team. Set clear goals and targets, provide guidance and support, and foster a collaborative and motivated team culture.
• Customer Success Strategy & Playbook: Develop comprehensive customer success strategies aligned with company objectives, customer lifecycle stages, and product adoption milestones. Define segmentation approaches, engagement models, and risk mitigation frameworks for the SMB segment.
• Customer Success Execution: Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion. Coordinate with the CS team to ensure effective portfolio management and timely outreach at key lifecycle moments. Monitor customer health scores, track performance metrics, and analyze data to identify at-risk accounts and growth opportunities.
• Customer Relationship Management: Build and maintain strong relationships with key customers, dental professionals, and dental organizations. Understand customer pain points, requirements, and feedback to refine engagement approaches and enhance customer satisfaction and outcomes.
• Collaboration: Collaborate closely with cross-functional teams, including sales, product management, and marketing, to align customer success efforts with overall company objectives. Serve as the voice of the customer internally, providing feedback on product gaps, competitive positioning, and emerging customer needs.
• Reporting: Prepare accurate and timely retention forecasts, health score reports, and presentations for senior management. Communicate portfolio performance, renewal pipeline status, and key insights to support strategic decision-making.

Qualifications

• Proven track record of at least 5 years in customer success or account management, with a minimum of 2 years in a managerial role.
• At least 2 years of experience working with dental practices or DSOs, with strong knowledge of dental industry dynamics.
• Excellent leadership and team management skills, with the ability to inspire and motivate a customer success team to achieve and exceed retention and expansion targets.
• Demonstrated experience developing and implementing successful customer success strategies, including onboarding programs, health scoring, and lifecycle engagement models.
• Exceptional communication and interpersonal skills to establish and maintain relationships with customers, key stakeholders, and internal teams.
• Analytical mindset with the ability to leverage data and customer health metrics to drive retention performance and identify expansion opportunities.
• Ability to use systems and AI tools to draw conclusions and drive efficiencies.
• Results-oriented with a strong sense of urgency, resourcefulness, and a proactive approach to problem-solving.
• Proficiency in using CRM and customer success software tools (e.g., Salesforce, Gainsight, or similar platforms).