Customer Success Manager Jobs

About The Position

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.