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Overjet is the world leader in dental AI, serving thousands of dental providers and insurers. As Manager of Customer Success for the SMB segment (private dental practices), you will lead a rapidly growing team through hyper-growth, driving retention, adoption, and expansion across the SMB customer base.
You will own the full customer success lifecycle for SMB practices: building and executing retention strategies, hiring and coaching a team of SMB Customer Success Managers, streamlining onboarding to accelerate time-to-live, and driving adoption of Overjet's AI platform (Vision, Voice, and RCM modules). You'll use data and automation to identify at-risk customers, design save playbooks, and scale operations without proportional headcount growth.
Key responsibilities include:
- Owning SMB net revenue retention, gross churn, and contraction; building early risk detection and save-motion systems
- Hiring, onboarding, and scaling a CSM team with coaching programs grounded in call and email reviews
- Streamlining onboarding and automating workflows so new clinics and locations go live quickly
- Defining activation milestones and designing training programs to reduce trial drop-off
- Building health scoring and risk signals using BigQuery, Gong, CRM, and product usage data
- Implementing AI-first operations: automating call reviews, drafting follow-ups, and generating risk summaries
- Partnering cross-functionally with Sales, Onboarding, Support, Product, Marketing, and Finance to serve as the voice of the customer
- Delivering accurate retention forecasts and churn analysis to senior leadership
Overjet operates a hybrid model with geo-hubs in San Mateo, New York City, Boston, and Salt Lake City. Hub-based employees work in-office Tuesdays and Wednesdays, with flexibility to work remotely the rest of the week. The company offers competitive compensation and equity, 401(k) matching, comprehensive health coverage (99% employee premium covered), 8 weeks paid parental leave, flexible time off, and an annual learning stipend.
QUALIFICATIONS:
- 5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing CSMs
- Experience running a high-volume SMB book where retention and adoption are driven through process, data, and automation rather than high-touch coverage alone
- Track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps on objection handling
- Strong analytical skills: ability to write or review SQL, build and interpret dashboards, and turn usage and health data into decisions
- Hands-on AI fluency: demonstrated use of LLMs and automation to build workflows, review calls, and scale coaching
- Experience with CRM and CS tools (Salesforce, Gainsight, or similar) and call intelligence or BI tools (Gong, BigQuery, Sigma, or similar)
- Excellent communication skills, credible with dental practice owners and executives
- Strong ownership, urgency, and comfort with aggressive, metric-bound goals
- Dental, healthcare, or practice-management software experience strongly preferred (2+ years with dental practices or DSOs is a plus)
