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Archy is a Series B vertical SaaS platform transforming dental practice management with AI agents and software that automates administrative work, freeing dentists to focus on patient care. The company is building the modern operating system for dental practices.
As one of Archy's first Customer Success Managers, you will own a portfolio of 300–500 dental practices and drive measurable value adoption, retention, and expansion revenue. This is a scaled, digital-first role that balances efficient one-to-many programs (in-app guidance, webinars, campaigns) with strategic one-to-one engagement for high-impact accounts.
Key responsibilities include: owning adoption and retention across your portfolio; using product usage data to identify underutilization and guide feature adoption; growing expansion revenue by analyzing customer health signals (usage trends, sentiment, practice performance metrics); identifying and mitigating churn risk through both explicit signals (cancellation intent, complaints) and implicit ones (declining engagement); managing renewals and forecasting revenue retention; and acting as the voice of the customer to inform product improvements.
You'll work cross-functionally with Onboarding, Support, Sales, and CX leadership. As one of the first CSMs, you'll help build the playbooks, health-scoring models, and outreach cadences that scale the team. The role expects active adoption of AI tools to enhance productivity and decision-making.
Ideal candidates have healthcare or dental industry experience; a track record in customer success, account management, or customer-facing sales at a SaaS company; comfort managing high-volume, digitally-led books of business; strong data fluency; exceptional communication skills; and high technical aptitude. Experience with customer success platforms (Gainsight, Vitally, Catalyst) or CRMs (HubSpot, Salesforce) is a plus. You thrive in ambiguity, own outcomes, and are motivated by adoption, retention, and expansion targets.
