Customer Success Manager

Deep End Talent Strategies

4d • $80,000 - $100,000 • Remote

About The Position

The Customer Success Manager helps Incisive customers ramp successfully, maximize participation in the network, and grow over time. The role owns a portfolio of active dental practices and serves as a strategic partner to practice owners and their teams. Responsibilities include guiding new accounts from signing to meaningful utilization, monitoring performance, identifying growth opportunities, and intervening when accounts are at risk. Success is measured by customer satisfaction, utilization, retention, account growth, and the value customers realize through Incisive.

This is Incisive’s first dedicated Customer Success Manager role. The successful candidate will build foundational Customer Success playbooks and work effectively without an established template as the company scales.

Requirements

• Dental industry experience is required.
• At least 4 years of experience in customer success, account management, sales, or another customer-facing role.
• Experience managing a portfolio of customer accounts.
• Demonstrated ability to develop lasting customer relationships.
• Experience addressing dissatisfied or at-risk customers.
• Ability to identify and pursue account growth opportunities.
• Comfort using data and performance metrics to guide customer conversations.
• Highly organized and able to manage multiple accounts and priorities.
• Comfortable working independently in a growing company where processes continue to evolve.
• Excellent written and verbal communication skills.
• Entrepreneurial and comfortable with ambiguity.

Responsibilities

• Serve as the main point of contact for group practice onboardings, coordinating across locations, stakeholders, and internal teams.
• Establish clear 30-, 60-, and 90-day ramp goals.
• Monitor new account activity and intervene when utilization is below expectations.
• Help practices incorporate Incisive into their existing restorative and digital workflows.
• Coordinate with internal teams to address implementation, lab, product, or service barriers.
• Ensure customers understand opportunities available through the Incisive network.
• Monitor account health and identify early warning signs of customer risk.
• Proactively address underutilization, dissatisfaction, service issues, and other barriers.
• Develop account-specific strategies to recover declining accounts.
• Lead customer save conversations and escalate significant risks when appropriate.
• Document reasons for churn, declining utilization, and customer dissatisfaction.
• Partner with leadership and other teams to resolve recurring customer issues.
• Own an assigned portfolio of active customer accounts.
• Increase utilization and help practices meet or exceed expected lab commitments.
• Drive adoption of additional product categories and services relevant to each practice.
• Manage straightforward account expansions and partner with leadership or Sales on larger opportunities.
• Conduct regular account reviews focused on performance, opportunities, and next steps.
• Track expansion opportunities and follow through consistently.
• Share successful approaches and customer insights to strengthen Incisive’s expansion playbook.
• Maintain accurate account information, activity, risks, and opportunities in the CRM.
• Develop and execute new Customer Success playbooks.
• Provide feedback on processes and help improve Customer Success tools and resources.
• Share customer feedback and market insights with Product, Sales, Operations, and leadership.

Benefits

• Remote-first work with flexibility to manage your schedule.
• Unlimited PTO.
• Growth and advancement opportunities as the company scales.
• Competitive compensation including base salary, target bonus, and stock options.

What This Job Offers

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