Senior Manager, SMB Customer Success

OpenKrill; United States; Hybride; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Hybrid workplace

401k with matching

Medical, Dental and Vision coverage

Life and AD+D Insurance

Paid Parental Leave

Learning and Development stipend

Résumé du poste

Overjet is seeking a Manager of Customer Success, SMB, to lead our fastest-growing segment through hyper-growth. You will hire, coach, and scale a team of SMB CSMs, drive retention, adoption, and expansion, and build AI-powered processes to deliver maximum value from Overjet’s dental AI platform.

You will collaborate with Sales, Onboarding, Support, Product, Marketing, and Finance to turn data into action, reduce churn, and ensure clinics achieve long-term success across Vision, Voice, and RCM.

Qualifications

• 5+ years in customer success, account management, or SMB SaaS, including 2+ years managing CSMs.
• Experience running a high-volume SMB book where retention and adoption are won through process, data, and automation.
• Track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps.

Responsabilités

• Own SMB net revenue retention, gross churn, and contraction; build churn prevention systems and escalation paths.
• Hire, onboard, and scale a team of SMB CSMs; develop coaching programs and set goals.
• Own onboarding speed-to-live for new clinics and locations; streamline self-serve onboarding.
• Drive activation and product adoption across Vision, Voice, and RCM; design training and re-engagement programs.
• Utilize health scoring, risk signals, and analytics to identify at-risk clinics and inform leadership.
• Build AI-powered automations to replace manual work and improve CS workflows.
• Collaborate across Sales, Onboarding, Support, Product, Marketing, and Finance; voice of the customer.
• Deliver accurate retention forecasts and clear reports on churn drivers and team performance.

Connaissances

Customer success

Account management

SMB SaaS

SQL analytics

AI fluency

CRM tools

BI tools

Communication

Ownership

Outils

Salesforce

Gainsight

Gong

BigQuery

Sigma

Description du poste

Overjet is seeking a Manager of Customer Success, SMB, to lead our fastest-growing segment through hyper-growth. You will hire, coach, and scale a team of SMB CSMs, drive retention, adoption, and expansion, and build AI-powered processes to deliver maximum value from Overjet’s dental AI platform.

You will collaborate with Sales, Onboarding, Support, Product, Marketing, and Finance to turn data into action, reduce churn, and ensure clinics achieve long-term success across Vision, Voice, and RCM.