Strategic Success Manager

Summary

Join LightForce Orthodontics as a Strategic Success Manager and become a trusted advisor to our customers. This remote role, with up to 25% travel, is crucial for customer success. You will implement strategies for customer satisfaction and retention, understand customer goals, and ensure they are aware of product updates. You will coordinate with internal teams, deliver customer feedback, and advocate for solutions. This position requires a Bachelor's degree, 5+ years of experience in sales or customer success, and experience in orthodontics, dental, medical devices, or B2B. The ideal candidate will also possess strong communication, problem-solving, and collaboration skills.

Requirements

• Bachelor’s Degree or higher required, preferably in business, marketing, or communications
• 5+ years of experience in a sales or customer success role
• Availability to travel within the US up to 25% of the time
• Experience in the orthodontics industry, dental, medical devices, or B2B
• Customer-centric mindset
• Strong communication skills - Ability to clearly explain solutions, actively listen, and build relationships
• Problem solving skills and proactively address customer concerns
• Proven business acumen
• Consulting skills
• Ability to work both independently and within a team environment
• Technical proficiency in Salesforce
• Collaboration skills - Work cross functionally with sales, product, support, and marketing

Responsibilities

• Implement strategies and processes that deliver consistent customer satisfaction and retention
• Understand customer goals and objectives and showcases LF value to all customers
• Ensure customers are aware of product updates and new offerings
• Utilize extensive product knowledge, problem-solving skills and training to enhance customer engagements and achieve successful outcomes
• Coordinate with internal teams to access additional resources and facilitate the solutions and tools needed by customers
• Deliver customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges
• Advocate for solutions, product enhancements, and other actions to meet the needs of customers
• Develop and execute strategic account management plans for key customers, fostering long-term relationships and ensuring alignment with their business objectives

Preferred Qualifications

• 3+ years of experience in the orthodontics industry, preferably in a sales or customer success role
• Data-driven mindset - Experience with customer analytics, KPIs, and success metrics
• Negotiation skills - Ability to identify and execute upsell/cross-sell opportunities

Benefits

• PTO/Paid Holidays
• Medical, Dental, and Vision plans
• Voluntary life insurance
• 401k Retirement plan
• Fringe benefits
• Paid parental leave
• Workplace perks such as food/coffee
• Allowances for those in commercial sales positions