What are the responsibilities and job description for the Director of Customer Success, Enterprise position at Dental Intelligence?
About Us
We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. If the profile below sounds like you - let’s talk!
What You'll Do
The Director of Customer Success, Enterprise will report directly to the Vice President of Customer Success – Enterprise and Reseller Partner. This role will lead a team of Customer Success Managers (CSMs) focused on the post-onboarding experience for our DSO (Enterprise) clients, including 4 Mid-Market and 3 Enterprise CSMs. The primary objective is to grow DSO retention responsibily. The Director will own identifying risks early, driving CSM activities to mitigate those risks, and ensuring effective account management practices are in place.
Outcomes You’ll Own
What you’ll need to get the job done:
What You'll Love About Us
We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. If the profile below sounds like you - let’s talk!
What You'll Do
The Director of Customer Success, Enterprise will report directly to the Vice President of Customer Success – Enterprise and Reseller Partner. This role will lead a team of Customer Success Managers (CSMs) focused on the post-onboarding experience for our DSO (Enterprise) clients, including 4 Mid-Market and 3 Enterprise CSMs. The primary objective is to grow DSO retention responsibily. The Director will own identifying risks early, driving CSM activities to mitigate those risks, and ensuring effective account management practices are in place.
Outcomes You’ll Own
- Team Leadership and Management:
- Lead, coach, and develop a team of 7 CSMs (4 Mid-Market, 3 Enterprise) to ensure high performance and professional growth.
- Create a team of “leaders” who hold themselves and others accountable, challenge the status quo, raise issues openly, and work cohesively to fulfill our team mission.
- Set clear expectations with real, peer-to-peer accountability (everyone can see how everyone is performing for the post-onboarding department).
- Oversee talent acquisition efforts, including recruiting, hiring, and onboarding new CSMs to support team growth.
- Retention and Risk Mitigation:
- Drive initiatives to achieve retention growth for Enterprise and Mid-Market accounts.
- Identify early signs of risk in customer accounts and develop strategies to mitigate those risks through targeted CSM activities.
- Oversee the execution of account success plans to ensure alignment with customer goals and company objectives.
- Develop and refine customer success playbooks to standardize best practices for retention and risk mitigation.
- Support CSMs in de-escalating accounts. Empower the team to put together the right playbook, steps, and handle the customer until completely deescalated.
- Empower the team to handle objections. For every objection come up with 3- 4 rebuttals and a “proof”, so CSMs feel confident in mitigating churn.
- Manage escalations and its associated next steps and report them
- Operational Excellence:
- Implement and maintain best practices for post-onboarding customer success processes – identify opportunity for automation and efficiency.
- Track dept. goals, objectives, rocks and a create a living roadmap and track CSM specific activities including call cadences, account planning, and adoption strategies.
- Monitor customer adoption of solutions, identify areas of risk, and develop action plans to address adoption challenges.
- Drive continuous improvement initiatives by gathering feedback from CSMs to optimize processes, tools, and workflows.
- Customer Journey Strategy and Development:
- Design and continuously improve the post-onboarding customer journey to ensure a seamless, value-driven experience.
- Develop strategies to enhance customer engagement, satisfaction, and long-term loyalty throughout the post-onboarding lifecycle.
- Collaborate with cross-functional teams to align the customer journey with broader business objectives and product developments.
- Ensure that all customer touchpoints are optimized for maximum impact on retention and growth.
- Analyze churn and escalations data to identify gaps in delivery or churn reasons to create and drive solutions to get better results
- Revenue Growth through Upsell and Cross-Sell:
- Identify and drive upsell and cross-sell opportunities within the existing DSO customer base, working closely with CSMs to execute these strategies.
- Embed expansion-focused activities into CSM workflows, ensuring they proactively identify growth opportunities during customer interactions.
- Partner with Sales and Marketing to align on account expansion strategies and ensure seamless collaboration on growth initiatives.
- Develop metrics and KPIs to track the impact of upsell and cross-sell efforts, reporting on performance regularly.
- Performance Reporting:
- Develop and maintain dashboards and reports to track the performance of the post-onboarding DSO team.
- Provide regular updates on retention metrics, CSM activity effectiveness, customer health indicators, and revenue growth through upsell and crosssell.
- Conduct regular business reviews with key stakeholders to communicate insights from performance data and customer feedback.
- Cross-Functional Collaboration:
- Work closely with Sales, Product, Engineering, Marketing, Customer Support, and other internal teams to analyze business process improvements in the post-onboarding journey and develop plans to fix them.
- Act as a voice of the customer within the organization, providing insights and feedback to inform product development and strategic initiatives.
- Partner with Revenue Operations to optimize tools and systems that support the Customer Success team.
- Collaborate with Customer Support to ensure a smooth escalation process and improve the overall customer experience.
What you’ll need to get the job done:
- Experience: 8 years in Customer Success, Account Management, or related roles, with 3 years in a leadership position managing CSMs.
- Industry Knowledge: Experience in SaaS, with preference for dental or healthcare industry experience.
- Leadership Skills: Proven ability to build, develop, and manage high-performing teams.
- Retention Focus: Strong track record of driving customer retention and mitigating churn in Enterprise and Mid-Market segments.
- Revenue Growth: Demonstrated success in driving upsell and cross-sell opportunities within customer accounts.
- Strategic Thinking: Demonstrated experience in developing and executing customer journey strategies to enhance retention and growth.
- Analytical Skills: Data-driven mindset with experience in performance reporting and using metrics to inform decisions.
- Communication: Excellent interpersonal and communication skills, with the ability to influence and collaborate across functions and manage up.
- Education: Bachelor’s degree required; MBA or equivalent advanced degree is a plus.
What You'll Love About Us
- Flexible Time Off 10 paid holidays
- Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
- Company sponsored Life, Disability & AD&D
- Mental Health support programs
- Cellphone & Gym membership Discounts
- 100% Paid Parental Leave
- 401K Retirement savings plan with company match up to 5.5% unlimited access to financial advisors.
- Tuition Reimbursement program
- Flexible work location
