Remote Customer Success Specialist – Tops SaaS Expert

PracticeTek; San Diego (CA); Hybrid; USD 28,000 - 33,000; Full time

Benefits offered by this job

Health, dental, vision coverage

401(k) with company match

Paid time off

Job summary

PracticeTek is seeking a Customer Success Specialist to support orthodontic SaaS users and ensure high levels of satisfaction. You will handle inquiries via phone and email, troubleshoot, guide customers through Tops-based workflows, and collaborate with a remote, cross-functional team.

The role is remote-friendly with hybrid options, aligned to MST/PST time zones; travel to events may be required. Benefits include health, dental, vision, 401(k) with company match, and PTO.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• Experience with Orthodontics SaaS systems (Tops/ Greyfinch/ Ortho2/ Cloud9).
• Familiar with SaaS platforms and multi-system troubleshooting.

Responsibilities

• Deliver exceptional phone and email service to end-users, handling high volume.
• Active listening to capture client needs and urgency.
• Determine best solution using internal resources and escalate priorities.
• Replicate issues with Product/Dev teams to deliver fixes.
• Document actions and resolutions clearly in incident logs.
• Lead generation for services and sales.
• Provide customer feedback to internal teams.
• Occasionally travel to tradeshows or events.

Skills

Strong communication

Customer-centric mindset

Team collaboration

Education

Bachelor’s degree preferred, or equivalent

Tools

Tops

Greyfinch

Ortho2

Cloud9

Job description

PracticeTek is seeking a Customer Success Specialist to support orthodontic SaaS users and ensure high levels of satisfaction. You will handle inquiries via phone and email, troubleshoot, guide customers through Tops-based workflows, and collaborate with a remote, cross-functional team.

The role is remote-friendly with hybrid options, aligned to MST/PST time zones; travel to events may be required. Benefits include health, dental, vision, 401(k) with company match, and PTO.