The RoleAs a Director of Customer Success, DSO at Overjet, you will play a crucial role in building out our customer success function and driving retention, adoption, and expansion across our SMB customer base. You will be responsible for hiring, leading, and managing a team of SMB Customer Success Managers, developing customer success strategies, and executing them to achieve company retention and growth targets. Your expertise in customer success, dentistry, and AI technology will be essential in ensuring our dental practice customers realize maximum value from our platform.
Responsibilities - Retention & Expansion Targets: Hit, beat, and raise monthly and quarterly targets for net revenue retention, churn reduction, and expansion revenue.
- Team Leadership: Recruit, train, mentor, and manage a high-performing customer success team. Set clear goals and targets, provide guidance and support, and foster a collaborative and motivated team culture.
- Customer Success Strategy & Playbook: Develop comprehensive customer success strategies aligned with company objectives, customer lifecycle stages, and product adoption milestones. Define segmentation approaches, engagement models, and risk mitigation frameworks for the SMB segment.
- Customer Success Execution: Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion. Coordinate with the CS team to ensure effective portfolio management and timely outreach at key lifecycle moments. Monitor customer health scores, track performance metrics, and analyze data to identify at-risk accounts and growth opportunities.
- Customer Relationship Management: Build and maintain strong relationships with key customers, dental professionals, and dental organizations. Understand customer pain points, requirements, and feedback to refine engagement approaches and enhance customer satisfaction and outcomes.
- Collaboration: Collaborate closely with cross-functional teams, including sales, product management, and marketing, to align customer success efforts with overall company objectives. Serve as the voice of the customer internally, providing feedback on product gaps, competitive positioning, and emerging customer needs.
- Reporting: Prepare accurate and timely retention forecasts, health score reports, and presentations for senior management. Communicate portfolio performance, renewal pipeline status, and key insights to support strategic decision-making.
- Leading quarterly complaint trending and review meetings to support medical device regulatory compliance
Qualifications - Proven track record of at least 5 years in customer success or account management, with a minimum of 2 years in a managerial role.
- At least 2 years of experience working with dental practices or DSOs, with strong knowledge of dental industry dynamics.
- Excellent leadership and team management skills, with the ability to inspire and motivate a customer success team to achieve and exceed retention and expansion targets.
- Demonstrated experience developing and implementing successful customer success strategies, including onboarding programs, health scoring, and lifecycle engagement models.
- Exceptional communication and interpersonal skills to establish and maintain relationships with customers, key stakeholders, and internal teams.
- Analytical mindset with the ability to leverage data, and customer health metrics to drive retention performance and identify expansion opportunities.
- Ability to use systems and AI tools to draw conclusions and drive efficiencies
- Results-oriented with a strong sense of urgency, resourcefulness, and a proactive approach to problem-solving.
- Proficiency in using CRM and customer success software tools (e.g., Salesforce, Gainsight, or similar platforms).
Why Overjet? - Competitive Compensation and Equity
- Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location
- 401k plans with a matching program
- Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered
- Life and AD+D Insurance
- 8 weeks Paid Parental Leave
- Optional HSA with Employer contribution
- Flexible Time Off and company paid holidays
- Annual Learning and Development Stipend
Our Hybrid WorkplaceWe have a unique hybrid workplace at Overjet - which combines the teamwork of meeting in person, with the flexibility of working from anywhere.
Many of our positions are based in San Mateo, New York City, Boston, and Salt Lake City. The Jetters who live in these "geo-hubs" come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week.
Our People Team is happy to answer any questions about what hybrid work means for your specific role!
