[Remote] Director of Customer Success, DSO
Note: The job is a remote job and is open to candidates in USA. Overjet is the world-leader in dental AI, seeking a Director of Customer Success to enhance their customer success function and drive retention and growth. This role involves leading a team of Customer Success Managers and developing strategies to ensure dental practice customers derive maximum value from Overjet's platform.
Responsibilities
- Hit, beat, and raise monthly and quarterly targets for net revenue retention, churn reduction, and expansion revenue
- Recruit, train, mentor, and manage a high-performing customer success team
- Develop comprehensive customer success strategies aligned with company objectives, customer lifecycle stages, and product adoption milestones
- Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion
- Build and maintain strong relationships with key customers, dental professionals, and dental organizations
- Collaborate closely with cross-functional teams, including sales, product management, and marketing
- Prepare accurate and timely retention forecasts, health score reports, and presentations for senior management
- Leading quarterly complaint trending and review meetings to support medical device regulatory compliance
Skills
- 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)
Benefits
- 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
Company Overview
Company H1B Sponsorship