Remote Enterprise Customer Success Specialist

Summary

The job is for a Customer Success Specialist in the Enterprise team who will nurture relationships with enterprise-level dental practices, develop customized success plans, and drive expansion of products and services. The position requires strategic thinking, exceptional interpersonal skills, strong analytical skills, collaboration, and familiarity with CRM software.

Requirements

• Proven experience in customer success or account management roles, with a focus on serving enterprise-level customers in the B2B space
• Exceptional interpersonal and communication skills with the ability to build rapport and credibility with C-suite executives and other senior stakeholders
• Strategic thinking ability to understand enterprise customer needs, develop customized success plans, and drive long-term value creation
• Strong analytical skills with the ability to analyze data, derive insights, and make data-driven decisions to optimize customer success strategies
• Collaborative team player with the ability to work cross-functionally and influence internal stakeholders to support enterprise customer initiatives
• Familiarity with CRM software and other tools used to manage enterprise customer relationships and track key metrics

Responsibilities

• Expand enrollments, enhance product utilization, and provide high-level support to ensure maximum value from products and services
• Strategically engage with enterprise-level dental practices to understand their specific needs, challenges, and goals
• Develop customized success plans tailored to each enterprise customer, focusing on long-term partnership and value creation
• Drive expansion and utilization of our products and services within enterprise accounts
• Collaborate with internal teams to identify opportunities for upsell, cross-sell, and adoption of additional features or services that align with the enterprise's strategic objectives
• Build and maintain strong relationships with key stakeholders at the enterprise level, including C-suite executives, practice managers, and decision-makers
• Conduct regular business reviews and strategic planning sessions to ensure alignment and address evolving needs
• Collaborate closely with the Customer Success team, Sales team, and other internal stakeholders to align strategies, share insights, and coordinate efforts in support of enterprise customers
• Act as a liaison between enterprise customers and internal teams, facilitating communication and ensuring a seamless customer experience
• Utilize data analytics and customer feedback to gain insights into enterprise customer behavior, preferences, and trends
• Leverage insights to optimize strategies, identify areas for improvement, and drive continuous enhancement of the customer experience
• Serve as a point of contact for escalated issues and concerns from enterprise customers, ensuring timely resolution and maintaining high levels of customer satisfaction
• Employ advanced problem-solving skills and collaboration with internal teams to address complex challenges

Preferred Qualifications

Previous experience working in the dental industry

Benefits

• Best Places to Work recipient
• Employee equity
• Transparent communication from the top down
• Collaborative, smart, and forward-thinking team to share ideas with
• Direct, meaningful impact as we scale
• Culture filled with opportunities to connect in-person and virtually
• Casual dress code
• Hybrid and remote work schedules
• Health, 401k match, wellness, disability, employee discounts, time away — and more!