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 startup dental practices enrolled in its Start-up Support Program. The role owns the customer lifecycle from onboarding and implementation through adoption, milestone tracking, retention, and transition to a paid subscription, while providing strategic guidance, resolving issues, and supporting customer growth.
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
- 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
- Experience using CRM and customer success platforms (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
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