Customer Success Manager II

Summary

Join Henry Schein One's Customer Success team as a remote Customer Success Manager, building and nurturing relationships with key accounts. You will serve as the primary point of contact, providing strategic oversight to ensure rapid time-to-value and proactively identifying opportunities to increase product adoption and utilization. Leverage your expertise to improve customer business processes, promote professional services, and develop customer success stories. This role requires strong communication, presentation, and problem-solving skills, along with a proven track record of exceeding retention goals. The position offers competitive compensation, excellent benefits, and the chance to grow within a leading healthcare technology company.

Requirements

• Typically, 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience
• Typically, a bachelor’s degree or global equivalent in related discipline
• Proven record on achieving or exceeded retention goals in prior roles
• Good communication, presentation and public speaking skills
• Background in leading cross-functional customer facing projects
• Good understanding of industry practices
• Proficient with tools, systems, and procedures
• Good decision making, analysis and problem solving skills with ability to multi-task

Responsibilities

• Build on the client relationship that was developed during the sales process by learning customer goals, needs and initiatives, and providing value in all interactions
• Serve as the primary point of contact for large, strategic accounts, looping in other teams as needed to provide exceptional service
• Provide strategic oversight to customers customer life-cycle to achieve rapid time-to-value with their purchase
• Proactively uncover opportunities to increase adoption and utilization
• Promote professional services options by prioritizing reactive and proactive tasks
• Seek out customers who have had measurable success with Henry Schein One solutions and develop their interest in serving as a customer success story
• Track ownership of client records and data in the CRM
• Develop solid customer relationships over the phone
• Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal
• Develop a solid understanding of the dental industry and regional issues that could impact customers within assigned territory
• Professionally and regularly share best practices with the rest of the CS team
• Facilitate customer escalation resolution
• Connect customer needs to relevant product offerings

Preferred Qualifications

• 5+ years of Customer Success experience
• 5+ years dental practice experience
• Previously managed a large customer base
• Experience using a CRM and/or Customer Success platform

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Short Term Disability
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Sick Leave (if applicable)
• Income Protection
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities