Clinical Support Specialist

Videa•Boston, MA

4d•$80,000 - $110,000

About The Position

Less complexity. More dentistry. More impact. At Videa, we help dental clinicians deliver better care to millions of patients through AI. Oral health is health. Dentists are protectors of societal wellness. We build technology that enhances the moment of care, amplifies clinical expertise, and makes proactive oral healthcare the norm. Thousands of clinicians rely on Videa every day. Your work here will be reflected in real practice, improving real patient outcomes. If you want to build something that matters, keep reading. The Role We run time-boxed validations, and the Validation Clinical Support Specialist owns the customer from kickoff through the conversion decision. This is not a traditional renewals seat; your success is measured by whether a validation hits its agreed-upon success criteria and converts to a paid contract within the validation window. You will be the operator who turns a signed validation into a referenceable, expanding customer, and the early-warning system that flags when one is at risk. This role sits at the intersection of customer success, sales, and product. You will work closely with Account Executives on conversion, with Product on feedback loops, with Onboarding Specialists, and with Implementation on helping customers value fast.

Requirements

2–4 years in customer success, account management, sales engineering, or a closely related customer-facing role at a B2B SaaS company.
A track record of driving measurable customer outcomes against a deadline — quota, conversion targets, activation goals, or similar.
Strong project management instincts: you can run multiple validations in parallel, each at a different stage, without dropping the ball.
Excellent written and verbal communication, including comfort presenting to and aligning senior stakeholders.
Commercial fluency — you are comfortable with the conversion conversation and do not shy away from asking for the business.
Data literacy: You use product usage and engagement data to prioritize where to spend your time.
Possess exceptional presentation and communication skills, particularly when conveying technical concepts and validation outcomes clearly to executive stakeholders.
Have experience driving product adoption and change management within organizations, moving users from initial experimentation to sustained usage.

Nice To Haves

Experience specifically with trials, validations (pilots), or POCs (vs. ongoing book-of-business management).
Familiarity with CS and CRM tooling (e.g., Asana, Salesforce/HubSpot, Gainsight, Slack-based customer channels).
Experience in Dental with knowledge of DSO operations
Experience at an early-stage or high-growth startup where playbooks were still being written

Responsibilities

Own the validation lifecycle. Run kickoffs, define mutual success criteria and a mutual action plan, and drive the pilot toward a clear go/no-go conversion decision by the opt-out date.
Drive time-to-value. Get validation users onboarded, activated, and using the product against their stated goals as quickly as possible; the clock is always running.
Manage risk proactively. Monitor adoption and engagement signals, surface at-risk pilots early, and execute recovery plays before the opt-out window closes.
Convert and transition. Partner with Account Management/Account Executives to build the business case, secure executive sponsorship, and convert validations to paid, then transition the account to a Commercial Clinical Success Manager.
Be the voice of the customer. Synthesize validation feedback into clear, prioritized themes for Product and GTM, and translate product capabilities into customer outcomes.
Build the playbook. Document what works across validations so the team's conversion rate compounds over time.