Manager of Customer Success, SMB

Overjet

3d • Hybrid

About The Position

As a Manager of Customer Success, SMB at Overjet, you will play a crucial role in leading our fastest-growing segment through its next phase of hyper-growth. You’ll drive retention, adoption, and expansion across our SMB customer base (private dental practices), and you’ll hire, coach, and scale a team of SMB Customer Success Managers. Leveraging AI and automation, you’ll build the strategies and playbooks that get new practices live fast, keep them engaged, and turn them into long-term advocates, making sure every practice gets maximum value from Overjet’s AI platform.
We’re not looking for dental expertise. We’re looking for someone smart, hungry, and humble: a rock star who learns fast, loves to build, and gets fired up by turning data into action. If that’s you, this is your seat.

Requirements

• 5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing CSMs.
• Experience running a high-volume SMB book where retention and adoption are won through process, data, and automation rather than high-touch coverage alone.
• A track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps on objection handling.
• Strong analytical skills. You can write or review SQL, build and interpret dashboards, and turn usage and health data into decisions.
• Hands-on AI fluency. You already use LLMs and automation to build workflows, review calls, and scale coaching, and you can show examples.
• Experience with CRM and CS tools (Salesforce, Gainsight, or similar) and call intelligence or BI tools (Gong, BigQuery, Sigma, or similar).
• Excellent communication. You are credible with dental practice owners and with executives.
• Strong ownership and urgency, and comfort with aggressive, metric-bound goals.

Nice To Haves

• Dental, healthcare, or practice-management software experience strongly preferred (2+ years with dental practices or DSOs is a plus).

Responsibilities

• Retention and churn reduction: Own SMB net revenue retention, gross churn, and contraction. Build the churn prevention system, including early risk detection, save motions in email and meetings, ROI objection handling, and a clear escalation pathway. Step into critical saves yourself.
• Coaching and team leadership: Hire, onboard, and scale a team of SMB CSMs. Build coaching programs grounded in real call and email reviews. Set clear goals, hold the team accountable, and build a culture of curiosity and ownership.
• Onboarding and time-to-live: Own how quickly new clinics and new locations go live. Streamline and automate onboarding, including self-serve and portal-driven motions, so the team can scale without adding headcount at the same rate.
• Activation and adoption: Drive early product adoption across Vision, Voice, and RCM. Define activation milestones, identify where clinics stall, and design training, follow-up, and re-engagement programs that move usage. Reduce trial drop-off and opt-outs.
• Analytics-driven management: Own health scoring, risk signals, and the weekly operating cadence. Use BigQuery, Gong, CRM, and product usage data to find at-risk clinics, root-cause churn and opt-outs, and decide where the team spends its time.
• AI-first operations: Build automations that replace manual work, such as call and training-session reviews, AI-drafted follow-ups, and risk summaries. Make AI part of every CSM’s daily workflow, and measure the productivity gain.
• Cross-functional partnership: Work with Sales, Onboarding, Support, Product, Marketing, and Finance. Serve as the voice of the customer, bringing quantified feedback on product gaps, pricing and ROI objections, and competitive pressure.
• Forecasting and reporting: Deliver accurate retention forecasts and clear reporting on churn drivers, activation trends, and team performance to senior leadership.

Benefits

• Competitive Compensation and Equity
• Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location
• 401k plans with a matching program
• Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
• Life and AD+D Insurance
• 8 weeks Paid Parental Leave
• Optional HSA with Employer contribution
• Flexible Time Off and company paid holidays
• Annual Learning and Development Stipend

What This Job Offers

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