Remote Customer Success Specialist – Orthodontics Tops SaaS

PracticeTek; California; Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) with company match

Paid time off and holidays

Job summary

PracticeTek, a leading dental/orthodontics software provider, seeks a Customer Success Specialist to support practitioners using Tops and related platforms. You will handle high-volume inquiries, troubleshoot issues, and guide customers to successful usage while collaborating with product teams.

Hybrid work is available, with remote options for candidates across time zones. The role emphasizes building trust with clinics, delivering white-glove service, and growing into leadership.

Qualifications

• Bachelor’s degree preferred, or equivalent combination of education and work experience.
• Experience with Orthodontics SaaS systems (Tops/ Greyfinch/ Ortho2/ Cloud9) is required.
• Familiar with SaaS platforms and integrated product support, including troubleshooting and resolving issues across connected systems.
• Strong team player with excellent work ethic and ability to work remotely with a remote team.
• Self-motivated with a desire to grow as a leader.
• Coachability and willingness to be a valued teammate.
• Ability to build open, trustworthy relationships with leaders, customers, vendors, and senior leadership.
• Action oriented with a strong sense of urgency to achieve timely results.

Responsibilities

• Deliver exceptional phone and email service and support to end-users. Heavy call volume of 500+ calls and emails per week.
• Consistently using active listening to capture client needs and urgency.
• Determine best solution based on issue details and internal resources; escalate priority issues as needed.
• Replicate client issues and collaborate with Product/Dev to deliver solutions.
• Document actions on support incidents and log resolutions clearly.
• Lead generation for services and sales.
• Pass on customer feedback to the appropriate internal team.
• Occasional travel to tradeshows or events.

Skills

Customer support

SaaS troubleshooting

Remote collaboration

Team player

Education

Bachelor’s degree or equivalent

Tools

Tops Practice Management Software

Greyfinch

Ortho2

Cloud9

Job description

PracticeTek, a leading dental/orthodontics software provider, seeks a Customer Success Specialist to support practitioners using Tops and related platforms. You will handle high-volume inquiries, troubleshoot issues, and guide customers to successful usage while collaborating with product teams.

Hybrid work is available, with remote options for candidates across time zones. The role emphasizes building trust with clinics, delivering white-glove service, and growing into leadership.