Customer Success Manager

The Customer Success/Retention Account Manager is responsible for partnering with customers identified as being at risk of churn to understand their business needs, address obstacles to success, and maximize the value they receive from the platform. This role combines proactive account management, customer advocacy, and cross-functional collaboration to improve customer satisfaction, increase product adoption, and reduce customer attrition.

The Customer Success Manager serves as the primary owner of the retention experience, balancing strategic customer conversations with data-driven analysis to identify trends, recommend improvements, and strengthen long-term customer loyalty.

JOB RESPONSIBILITIES

Customer Retention & Success

• Serve as the primary point of contact for customers identified as being at risk of downgrade or churn.
• Build trusted relationships with customers to understand their goals, challenges, and desired outcomes.
• Develop and execute customer success plans focused on increasing adoption, improving engagement, and reducing churn risk.
• Lead retention conversations with empathy while helping customers make informed decisions regarding their subscription.
• Partner with customers experiencing ownership changes, staffing transitions, or operational challenges to ensure business continuity.

Customer Adoption & Growth

• Monitor customer health indicators and proactively identify opportunities to improve platform adoption.
• Develop and maintain customer adoption strategies, identifying underutilized features and creating plans to increase utilization.
• Identify expansion opportunities and collaborate with Sales when additional products or services may provide customer value.
• Clearly communicate pricing changes while reinforcing the value customers receive from the platform.

Customer Advocacy & Cross-Functional Collaboration

• Document customer feedback, trends, and root causes contributing to churn risk.
• Partner with Support, Implementation, Product, Training, and other internal teams to resolve customer issues and improve the overall customer experience.
• Collaborate on the development and refinement of retention strategies, save plays, and customer engagement initiatives.
• Recommend process and product improvements based on recurring customer feedback and retention trends.

Operational Excellence

• Monitor reporting and customer health data to proactively identify emerging retention risks.
• Maintain accurate documentation of customer interactions, action plans, and outcomes within company systems.
• Coordinate customer offboarding activities when retention is not possible, ensuring a professional and seamless transition.
• Track and report key retention metrics, including churn prevention, customer recovery, product adoption, and expansion opportunities.
• Support ownership transfer processes by coordinating required documentation and cross-functional activities.
• Perform other duties as assigned.

JOB QUALIFICATIONS

EDUCATION

• High School diploma or equivalent

EXPERIENCE

• A minimum of 1 year previous customer success, training, call center or technical support experience
• Experience as a customer success/retention account manager in dental software
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred

KNOWLEDGE AND SKILLS

• An understanding of common industry standard business practices as related to the dental or medical professions
• Experience with software in a SaaS environment
• Experience working with CRM and customer success platforms (Salesforce, Gainsight, JIRA, Zendesk, or similar).
• Excellent verbal and written communication skills, particularly phone and email correspondence
• Basic knowledge of computer hardware, database structure and network troubleshooting