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. We seek an experienced VP of Customer Success who can help our organization by owning and driving the strategy, execution, and outcomes of our Enterprise and Partner Customer Success functions end-to-end (onboarding through renewal). If the profile below sounds like you - let's talk!
What You"ll Do
The Vice President of Customer Success, Enterprise and Partners will own and drive the strategy, execution, and outcomes of our Enterprise and Partner Customer Success functions end-to-end (onboarding through renewal). This leader will ensure high customer satisfaction, retention, and growth within our DSO & Partner segment and will work closely with cross-functional teams, including Sales, Product, Support, Engineering and Marketing, to align customer success initiatives with company objectives. The ideal candidate will have a proven track record of building and managing Customer Success teams at $100M+ ARR companies and navigating the complexities of Enterprise/Partner customer relationships. Dental experience is preferred.
Outcomes You'll Own
Strategic Leadership:
- Design and implement a scalable Enterprise Customer Success framework across the Enterprise Customer Journey (Onboarding – Renewal) that supports customer retention, satisfaction, and revenue growth goals.
- Develop predictive metrics and reporting to identify risks, trends, and opportunities across the Enterprise customer base.
- Engage with senior executives and stakeholders internally to align customer success strategies with business objectives, ensuring a seamless integration of the Customer Success function into the broader organizational roadmap.
Customer Onboarding:
- Design and lead a world-class onboarding experience that accelerates time-to-value for Enterprise and Partner customers.
- Continuously refine onboarding processes to reduce time-to-adoption and improve customer satisfaction during the early stages.
Customer Retention & Growth:
- Lead initiatives to achieve high renewal rates by addressing pain points, delivering measurable value, and fostering long-term partnerships with DSOs.
- Identify upsell and cross-sell opportunities by analyzing customer needs and usage patterns, and partner with Sales to drive these initiatives.
- Proactively manage escalations, resolving complex issues effectively and maintaining strong customer relationships.
Customer Advocacy and Partnership:
- Build Trusted Partnerships: Establish and maintain executive-level relationships with DSO and multi-location practice leaders, acting as a strategic advisor to align the company's solutions with their business goals.
- Customer voice and Feedback Loop: Create structured mechanisms (e.g. executive business reviews, advisory councils, etc.) to gather customer insights and influence product development, service improvements, and long-term strategy.
- Transform Customers into Advocates: Partner with Marketing to spotlight successful customers through case studies, testimonials and advocacy programs, fostering champions for the DI brand.
Team Management:
- Develop a high-performing team through structured training programs, continuous professional development, and clear career progression paths.
- Set clear performance expectations and accountability measures for the team, using data-driven insights to track progress.
- Create an inclusive team culture focused on collaboration, innovation, and delivering exceptional customer experiences.
Operational Excellence:
- Standardize and scale processes for onboarding, adoption, retention, and upsell tailored to the unique needs of Enterprise customers.
- Use advanced customer health scoring models to anticipate challenges and implement preemptive solutions to mitigate churn.
- Partner with Revenue Operations to enhance systems and workflows, including CRM tools and dashboards, to streamline customer success operations and reporting.
Cross-Functional Collaboration:
- Coordinate and manage internal stakeholders to solve systemic issues and create/implement transformative ENT/PART strategies and plans.
- Collaborate with Sales to ensure seamless customer handoffs, creating a unified customer journey from acquisition to retention.
- Act as the voice of the customer, providing actionable feedback to Product and Engineering teams to drive product enhancements that address Enterprise customer needs.
- Partner with Marketing to develop targeted customer advocacy programs, leveraging success stories to showcase value and attract new Enterprise clients.
What Will Make Us REALLY Love you:
Ownership
- Demonstrate extreme ownership over Enterprise (MM and Enterprise) and Partner segments by clearly articulating how each segment is performing, where the gaps are throughout the entire customer journey, and clear solutions for attaining results.
Prioritization and Mobilizing Execution
- Prioritize what needs to be solved to achieve results; put plans in place to solve issues quickly and efficiently. Have both short-term gap solutions and long-term scaled solutions and ensure these come to fruition.
Communication and Follow Through
- Clearly communicate and articulate the needs and statuses of the team and your organizations. Keep the CCO and other teammates up to date.
Managing Up
- Anticipate the needs of the C-Suite and CCO – proactively share churn reasons and data driven insights that showcase how we are doing and how we need to iterate and improve to hit our growth targets.
Change Leader
- Act as a change agent by fostering a culture that embraces innovation and adaptability, ensuring
What You"ll Love About Us
- Flexible Time Off + 11 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
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