overjet - Manager of Customer Success, SMB
Requirements
• 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 won through process, data, and automation rather than high-touch coverage alone. • A track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps on objection handling. • Strong analytical skills. You can write or review SQL, build and interpret dashboards, and turn usage and health data into decisions. • Hands-on AI fluency. You already use LLMs and automation to build workflows, review calls, and scale coaching, and you can show examples. • Experience with CRM and CS tools (Salesforce, Gainsight, or similar) and call intelligence or BI tools (Gong, BigQuery, Sigma, or similar). • Excellent communication. You are credible with dental practice owners and with executives. • Strong ownership and 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).
Responsibilities
• Retention and churn reduction: Own SMB net revenue retention, gross churn, and contraction. Build the churn prevention system, including early risk detection, save motions in email and meetings, ROI objection handling, and a clear escalation pathway. Step into critical saves yourself. • Coaching and team leadership: Hire, onboard, and scale a team of SMB CSMs. Build coaching programs grounded in real call and email reviews. Set clear goals, hold the team accountable, and build a culture of curiosity and ownership. • Onboarding and time-to-live: Own how quickly new clinics and new locations go live. Streamline and automate onboarding, including self-serve and portal-driven motions, so the team can scale without adding headcount at the same rate. • Activation and adoption: Drive early product adoption across Vision, Voice, and RCM. Define activation milestones, identify where clinics stall, and design training, follow-up, and re-engagement programs that move usage. Reduce trial drop-off and opt-outs. • Analytics-driven management: Own health scoring, risk signals, and the weekly operating cadence. Use BigQuery, Gong, CRM, and product usage data to find at-risk clinics, root-cause churn and opt-outs, and decide where the team spends its time. • AI-first operations: Build automations that replace manual work, such as call and training-session reviews, AI-drafted follow-ups, and risk summaries. Make AI part of every CSM’s daily workflow, and measure the productivity gain. • Cross-functional partnership: Work with Sales, Onboarding, Support, Product, Marketing, and Finance. Serve as the voice of the customer, bringing quantified feedback on product gaps, pricing and ROI objections, and competitive pressure. • Forecasting and reporting: Deliver accurate retention forecasts and clear reporting on churn drivers, activation trends, and team performance to senior leadership.
Benefits
• Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location • 401k plans with a matching program • Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered • Life and AD+D Insurance • 8 weeks Paid Parental Leave • Optional HSA with Employer contribution • Flexible Time Off and company paid holidays • Annual Learning and Development Stipend • Our Hybrid Workplace • We have a unique hybrid workplace at Overjet — which combines the teamwork of meeting in person, with the flexibility of working from anywhere. • Many of our positions are based in San Mateo, New York City, Boston, and Salt Lake City. The Jetters who live in these “geo-hubs” come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week. • Our People Team is happy to answer any questions about what hybrid work means for your specific role! • Overjet's Values • Excellence: Aim Higher • Velocity: Quickly Deliver Results • Ownership: Go the Extra Mile • Win-win: Care Deeply • Company Recognition • Included on Best Places to Work by BuiltIn lists in 2026 https://www.linkedin.com/posts/overjet_were-incredibly-proud-to-share-that-overjet-activity-7414346196640718848-cFGG?rcm=ACoAAChRVxsB6jrIO04hl4zDCmIVA0qDSepyiRA&utm_medium=member_desktop&utm_source=share: #3 overall in the US, #1 in NYC, #1 in San Francisco, and #2 in Boston • #4 on FastCompanys's Most Innovative Companies list in Healthcare for 2026 https://www.fastcompany.com/91497221/healthcare-most-innovative-companies-2026 • Named one of the TIME Best Inventions of 2024 https://www.overjet.com/blog/overjet-named-to-time-best-inventions-of-2024 • Recognized in Newsweek’s Most Loved Workplaces in America 2024 https://www.newsweek.com/top-20-most-loved-workplaces-america-2024-1960025 • Won the Dental Health category at the Digital Health Awards 2024 https://www.digitalhealthhub.org/awards/2024/2024-winnersand 2024 Best Places to Work by Built In https://www.overjet.com/blog/overjet-is-one-of-built-in-s-best-startups-to-work-for-in-2024 • Recognized as one of the Top Startups of 2023 by LinkedIn https://www.overjet.com/blog/overjet-named-to-linkedin-s-2023-top-startups-list-in-united-states • Included on the definitive 2022 Forbes AI 50 https://www.prnewswire.com/news-releases/overjet-named-to-forbes-ai-50-list-of-most-promising-ai-companies-shaping-the-future-301544947.html
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT