Director of Customer Success, Enterprise

About This Role

This leadership role drives customer success for Overjet's enterprise dental customers, focusing on retention, adoption, and expansion. The Director will build and manage a team of Customer Success Managers, develop strategic approaches, and execute plans to achieve company growth targets. The position suits a professional with expertise in customer success, dentistry, and AI technology, dedicated to ensuring customers maximize value from the platform.

Responsibilities

• Hit, beat, and raise monthly and quarterly targets for net revenue retention, churn reduction, and expansion revenue
• Recruit, train, mentor, and manage a high-performing customer success team
• Set clear goals and targets, provide guidance and support, and foster a collaborative and motivated team culture
• Develop comprehensive customer success strategies aligned with company objectives, customer lifecycle stages, and product adoption milestones
• Define segmentation approaches, engagement models, and risk mitigation frameworks for the SMB segment
• Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion
• Coordinate with the CS team to ensure effective portfolio management and timely outreach at key lifecycle moments
• Monitor customer health scores, track performance metrics, and analyze data to identify at-risk accounts and growth opportunities
• Build and maintain strong relationships with key customers, dental professionals, and dental organizations
• Understand customer pain points, requirements, and feedback to refine engagement approaches and enhance customer satisfaction and outcomes
• Collaborate closely with cross-functional teams, including sales, product management, and marketing, to align customer success efforts with overall company objectives
• Serve as the voice of the customer internally, providing feedback on product gaps, competitive positioning, and emerging customer needs
• Prepare accurate and timely retention forecasts, health score reports, and presentations for senior management
• Communicate portfolio performance, renewal pipeline status, and key insights to support strategic decision-decision-making
• Lead quarterly complaint trending and review meetings to support medical device regulatory compliance

Requirements

• Proven track record of at least 5 years in customer success or account management, with a minimum of 2 years in a managerial role
• At least 2 years of experience working with dental practices or DSOs, with strong knowledge of dental industry dynamics
• Excellent leadership and team management skills, with the ability to inspire and motivate a customer success team to achieve and exceed retention and expansion targets