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 SMB Customer Advocate who can help our organization to help drive product adoption and maximize the value customers receive from Dental Intelligence by proactively engaging with them, resolving issues, and ensuring a seamless and value-driven experience with the overall intent of increasing SMB gross retention to 85%. If the profile below sounds like you - let’s talk! 

What You'll Do 

Drive Customer Engagement & Product Adoption: Regularly meet with customers to help them further utilize Dental Intelligence products and ensure they are leveraging features that drive value.

• Conduct 10-15 hours of value-driving meetings per week with customers.
• Educate customers on key product features to increase their feature usage and overall adoption scores
• Proactively reach out to customers with lower adoption scores to provide strategic recommendations for improvement.
• Tie the benefits of our features together to stack adoption and help customers drive additional value
• Track and analyze customer usage data for customers you work with to identify trends and areas for improvement.

What does success look like?

• Complete 10-15 hours of value driving meetings per week
• Move 25% of targeted human-led cohort from a Yellow to a Green adoption within each feature focused campaign.
• Regularly score +4 out of 5 on internal call service scores
• Receive a minimum of 3-5, 5 star reviews each month

Evaluate & Improve Customer Adoption Scores: Strategically analyze accounts to determine how customers can better utilize Dental Intelligence solutions.

• Utilize Gainsight and other internal tools to monitor and assess individual customers engagement levels.
• Identify opportunities for Feature Adoption & Product Expansion.
• Present opportunities to customers in a compelling manner & receive regular satisfactory feedback
• Work collaboratively with internal teams to ensure targeted customers are supported with the right resources.

What does success look like?

• Improvement of customers with Green health scores by 2-4% quarter over quarter.
• Regularly provide data-driven insights that lead to increased customer satisfaction and retention.

Cross-Functional Collaboration & Issue Resolution: Work closely with the support team and other departments to address customer concerns that arise while helping them to adopt our solutions and ensure a smooth resolution experience.

• Partner with support to resolve technical issues efficiently.
• Escalate complex concerns to the appropriate teams while maintaining proactive communication with the customer.
• Provide regular updates to customers on their issue resolution progress.

What does success look like?

• Resolve simple risk CTAs within 3 business days.
• Resolve complex risk CTAs within 14 business days.
• Reduction in customer experience cancellation requests due to proactive intervention.

Contribute to Scalable Customer Success Processes: Be an involved team member in helping the business develop scalable processes that augment human efforts and improve overall efficiency.

• Provide feedback on digital adoption campaigns and scaled process improvements.
• Participate in 1:many webinar training sessions to scale education efforts.
• Collaborate with customer marketing and CS ops leaders to refine automation strategies.

What does success look like?

• Provide regular feedback to content building team, being an active participant in the feedback process
• Increase in scaled efficiency by 5% quarter over quarter.
• Improved effectiveness of digital adoption campaigns.
• Run at least 2, one-to-many adoption webinars per month

Drive Business Expansion Through Qualified Leads

• Identify and submit qualified expansion opportunities to the sales team to drive additional revenue.
• Recognize potential upsell opportunities through customer conversations and product usage trends.
• Document and submit qualified expansion leads to the sales team in a structured and timely manner.
• Collaborate with sales to ensure smooth handoffs and provide relevant customer insights.
• Track lead submission effectiveness and refine processes to improve conversion rates.

What does success look like?

• Submission of 5-7 high-quality expansion leads per month.
• Sales team successfully converts 30% or more of submitted leads.
• Positive feedback from sales on lead qualification and collaboration.

Outcomes You’ll Own:

Team Metrics:

• Drive  SMB Gross Revenue Retention to 83%-85% MoM.
• Improve % of customers with Green health scores by 2-4% quarter over quarter.
• Increase scaled efficiency (team member hours spent on adoption efforts/total number of customers reaching adoption threshold) by 5% quarter over quarter.

Individual Metrics:

1. Conduct 10-15 hours of customer meetings per week.
2. Maintain an average call quality score above 4 out of 5.
3. Receive a minimum of 3-5, 5 star reviews from customers
4. Convert 25% of targeted customer cohort to a new color per campaign (red to yellow or yellow to green)
5. Resolve simple escalations within 3 business days and complex issues within 14 business days.
6. Submit 5-7 qualified expansion leads per month

Competencies:

1. Proactive Problem Solver to Drive Outcomes: Anticipate customer needs and proactively provide solutions to drive engagement and retention.
2. Passionately Curious and Applied Thinker: Continually learn about the product and industry to better support customers.
3. Excellent and Transparent Communicator: Clearly articulate product value and collaborate effectively across teams.
4. Data-Driven with a Sense of Urgency: Leverage customer data to guide decision-making and act promptly on issues.
5. Results-Oriented Team Player: Work towards individual and team goals while contributing to collective success.
6. Self-Directed & Self-Starter: Take initiative to solve problems and drive meaningful customer interactions.
7. Delightful Team Member: Approach work with positivity and optimism, fostering strong relationships with customers and teammates.

What Will Make Us REALLY Love you: Alignment with Dental Intelligence Core Values:

• Community over Ego – Work collaboratively and put team success above individual gain.
• Ownership over Order-Taking – Take initiative and own customer success outcomes.
• Growth over Comfort – Seek continuous improvement and embrace change.
• Outcomes over Output – Focus on measurable customer impact rather than just activity.
• Authenticity over Convention – Bring genuine enthusiasm and transparency to interactions.

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