5+ years of customer success experience in SAAS or related fields
Experience managing renewals with a customer-centric focus
Strong communication and interpersonal skills
Bachelor's degree or extensive relevant experience
Familiarity with the fields of artificial intelligence, insurance, and dentistry
Proven work ethic suitable for high-growth startup environments
Experience in sectors such as insurance, dental/healthcare, or B2B software is a plus
Responsibilities
Manage key enterprise accounts with dental office leadership
Implement a comprehensive customer success strategy emphasizing relationships
Track and achieve individual performance metrics and KPIs
Optimize account processes including setup and ongoing reviews
Plan initiatives to increase engagement in underused accounts
Conduct regular satisfaction reviews with accounts through various channels
Utilize the total office concept to engage entire dental teams
Promote and upsell additional software modules to existing clients
Benefits
Equity and competitive pay
Hybrid work model offering flexibility with in-office collaboration
401k with employer matching
Comprehensive medical, dental, and vision insurance with significant employer coverage
Life and AD&D insurance
Extensive paid parental leave
Optional HSA with employer contributions
Flexible paid time off and holidays
Annual stipend for learning and development
Full Job Description
The Role
We're looking for a detail-oriented and process-driven Customer Success Manager who will be responsible for ensuring our customers thrive with Overjet's software platform.
Responsibilities
Managing Mid-Market accounts, primarily working with dental office leadership and central office leadership
Drive client success during the pilot phase, ensuring Overjet wins out above our competition
Execute the customer success strategy, focusing on high touch points and relationship building with dental offices
Achieve individual metrics and KPIs designed to utilize a data-based approach within the Customer Success Team, including but not limited to expansion, usage, and up-sell
Assist in improving processes around account setup, implementation, training, and ongoing account review to minimize churn and support account expansion
Plan account expansion initiatives and targeted campaigns for accounts with lower usage
Conduct frequent reviews (in-person and via phone) with accounts and team to determine customer satisfaction and utilization levels
Employ the total office concept, ensuring every member of the dental office staff is engaged
Qualifications
Bachelor's degree or extensive experience
3+ years of experience in customer success in B2B SaaS
Previous experience with renewals, expansions, and up-sells
Excellent communication and interpersonal skills
Experience in Management Consulting preferred
Excitement to learn about artificial intelligence, insurance, dentistry, and technology
Strong work ethic and hustle to achieve results in a high-growth startup environment required
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
We 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!
About Overjet
Overjet is a dental technology company that uses artificial intelligence to improve patient care. The company's software analyzes dental images to identify potential issues and provide treatment recommendations. Overjet was founded in 2018 and is headquartered in Cambridge, Massachusetts.
