Customer Success Manager

Archy

45d • $75,000 - $85,000 • Remote

About The Position

Archy is a Series B vertical SaaS solution that is revolutionizing the dental practice management space. We provide dental providers with AI agents and software that allow them to focus on being dentists while we handle the business aspects of their practice. We are looking for our first Customer Success Managers to join the Customer Experience team. In this role, you will manage a portfolio of approximately $5M in Annual Recurring Revenue (ARR) across 300-500 dental practices, ensuring they derive significant value from Archy. Your responsibilities will include driving product adoption, nurturing customer relationships, identifying growth opportunities, and proactively mitigating churn. This is a digital-first, scaled role where you will utilize efficient, one-to-many programs, automation, and data-driven insights to determine where high-touch, one-to-one engagement is most beneficial. As an early member of the CSM team, you will also play a key role in developing our customer success strategies and playbooks.

Requirements

• Experience in customer success, account management, or a customer-facing sales role, ideally at a SaaS company, with a track record of retaining and growing a book of business.
• Comfort owning a high-volume, digitally-led book of accounts rather than a small set of enterprise relationships.
• A commercial, outcomes-driven mindset — motivated by adoption, retention, and expansion targets, and confident hitting them.
• Strong data fluency: able to read usage and health data, draw conclusions, and decide where to spend your time.
• Exceptional communication skills, comfortable running one-to-many programs and handling sensitive one-to-one conversations with equal skill.
• Leverages AI tools and automation in everyday work to move faster, improve outcomes, and continuously raise the bar on how we operate.
• Demonstrated business acumen with the ability to understand customer needs, articulate value, and influence stakeholders.
• Confidence in navigating ambiguity and self-direction in a fast-moving, early-stage environment.
• High technical aptitude — you pick up new software quickly and can guide customers through it credibly.
• Strong sense of accountability and exceptional personal organization.

Nice To Haves

• Experience in the healthcare industry or with a different industry vertical, and engaging with SMB owners & operators, preferred (dental industry a strong plus).
• Hands-on experience with a customer success platform (e.g., Gainsight, Vitally, Catalyst) or a CRM (e.g., HubSpot, Salesforce), a plus.

Responsibilities

• Own a portfolio of 300–500 dental practices (~$5M ARR) as their primary success contact, accountable for adoption, retention, and growth across the portfolio.
• Drive product adoption primarily through efficient digital, one-to-many motions — in-app guidance, webinars, office hours, and targeted campaigns — while layering in higher-touch outreach for your most strategic accounts.
• Use product usage data to spot underutilization and proactively guide practices to adopt the features that deliver the most value.
• Grow expansion revenue by acting on customer health and business signals — usage trends, sentiment scores, and practice performance such as appointments closed per month and total revenue production — through both inbound and outbound plays.
• Identify churn risk early from explicit signals (cancellation intent, complaints, escalations) and implicit ones (declining logins, usage, or sentiment), and run proactive outreach before accounts reach the edge.
• Own reactive save motions when a practice raises a concern, turning difficult conversations into retained, healthier relationships.
• Carry accountability for the gross and net revenue retention of your book, managing renewals and forecasting risk accurately.
• Live in customer health and usage dashboards to segment your book and prioritize your day around the highest-impact accounts and signals.
• Actively adopt and integrate AI tools into day-to-day workflows to enhance productivity, decision-making, and overall impact.
• Partner closely with Onboarding on hand-offs, Support on escalations, and the Sales and CX leadership teams on growth and at-risk accounts.
• Act as the voice of the customer, feeding themes back to Product to improve the platform and the broader customer journey.
• Contribute to the playbooks, health-scoring models, and outreach cadences that will scale the Customer Experience team as we grow.

Benefits

• Competitive salary and equity (some roles may be eligible for performance-based incentives or bonuses)
• Health, dental, and vision insurance
• 401(k) plan
• Flexible vacation policy
• Remote-friendly culture

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed