Note: The job is a remote job and is open to candidates in USA. Oryx Dental is a dental technology company seeking a Customer Success Manager to support new dental practices. The role owns the customer lifecycle from onboarding and implementation through adoption, milestone tracking, retention, and transition to paid subscription, while providing strategic guidance and managing customer relationships.
Responsibilities
- Serve as the primary point of contact for startup dental practices enrolled in Oryx's Start-up Support Program
- Build and maintain strong, long-term relationships with practice owners and key stakeholders, serving as a trusted advisor throughout their startup journey
- Develop a deep understanding of each customer's business goals and proactively recommend solutions that maximize the value of Oryx
- Own the customer journey following enrollment in Oryx's Start-up Support Program, partnering closely with Sales to ensure a seamless transition from signed customer to successful implementation
- Partner with onboarding, training, and support teams to deliver a smooth and successful implementation experience
- Drive product adoption by educating customers on best practices, workflows, and new features that improve operational efficiency
- Develop and execute customer success plans that align software utilization with each practice's business goals and growth objectives
- Manage a portfolio of startup practices participating in Oryx's Start-up Support Program
- Monitor customer milestones, including onboarding progress, product adoption, patient growth, and overall account health
- Conduct regular success check-ins and business reviews to evaluate progress, celebrate milestones, and align on future goals
- Guide customers through the transition from the Start-up Support Program to a paid Oryx subscription by ensuring they are realizing value, achieving key milestones, and prepared for a successful renewal
- Proactively identify risks that may impact adoption, customer satisfaction, or long-term retention, and develop action plans to address them
- Monitor customer health, engagement, and product utilization to identify opportunities for increased adoption of current and new features
- Partner with startup customers throughout the first year of their practice to help them achieve successful operational and clinical outcomes
- Provide strategic guidance on workflow optimization, practice efficiency, and software utilization as practices grow
- Identify opportunities for expansion and additional product adoption, collaborating with the Growth Sales team when appropriate
- Maintain consistent communication with customers to understand evolving business needs, gather feedback, and provide strategic recommendations
- Anticipate customer needs and proactively deliver resources, education, and guidance that contribute to long-term success
- Foster customer confidence by helping practices maximize the value of their investment in Oryx
- Take ownership of complex customer concerns and independently troubleshoot issues through resolution whenever possible
- Serve as the primary escalation point for startup customers experiencing high-impact issues, including customers at risk of churn or delayed adoption
- Collaborate with Technical Support, Product, Sales, and Leadership teams to ensure timely and effective resolution
- Exercise sound judgment when approving customer accommodations, including service credits within established guidelines
- Partner with the Growth Sales team on renewal, expansion, and cross-sell opportunities by identifying customer needs and ensuring a smooth handoff when commercial conversations are required
- Support strong customer retention by maintaining healthy customer relationships and delivering measurable customer outcomes
- Collect and synthesize customer feedback to inform product development and continuous improvement initiatives
- Identify opportunities to develop customer advocates through testimonials, referrals, and case studies
- Serve as the voice of the startup customer by sharing trends, insights, and recommendations with internal stakeholders
- Maintain accurate customer records and activity within HubSpot and customer success platforms
- Track and report on key customer success metrics, including onboarding completion, customer health scores, product adoption, retention, customer satisfaction, and startup-to-paid conversion rates
- Continuously identify opportunities to improve internal processes and enhance the startup customer experience
Skills
- Excellent communication, interpersonal, and presentation skills
- Bachelor's degree or equivalent professional experience
- 2+ years of experience in Customer Success, Account Management, Client Success, Implementation, or a similar client-facing role
- Experience in the dental or healthcare technology industry
- Proven ability to build and maintain strong customer relationships
- Proactive problem-solver with a strong customer advocacy mindset
- Ability to manage multiple customer accounts and competing priorities in a fast-paced environment
- Strong project management, organizational, and time management skills
- Experience using CRM and customer success platforms (HubSpot or Salesforce preferred)
- Ability to analyze customer health and proactively mitigate risk
- Entrepreneurial mindset with a passion for helping small businesses succeed
- Bachelor's degree in Business, Marketing, Healthcare Administration, or a related field
- Experience in Customer Success, Account Management, or Client Services within a SaaS company
- Experience supporting startup businesses or small business customers
- Familiarity with dental practice operations and startup workflows
- Experience working in a SaaS environment
- Understanding of customer success metrics such as health scoring, retention, and product adoption
- HubSpot or Salesforce preferred
Benefits
- Fully remote (U.S.-based; 8:00 AM–5:00 PM local time)
- Opportunity to work with the leading dental technology platform in the market.
- A collaborative, supportive, and mission-driven team environment.
- Professional development and career growth opportunities.
- Be part of a profitable, founder-led company with a bold vision and innovative product
- Join a high-energy team that values collaboration, curiosity, and customer success
- Help empower the next generation of dentists to launch practices with confidence and clinical excellence
Company Overview