Vice President, Customer Success

Company Description

At Spear, our mission is to help dentists and their teams pursue and achieve “Great Dentistry.” Spear drives dental practice growth by advancing our clients clinical skills, improving their practice management capabilities and enhancing the patient experience by leveraging both our deep dental expertise and our technology forward solutions. We offer holistic solutions that include a full learning management system, a practice consulting service supported by a robust analytics platform and industry experts, and patient engagement tools that complement the normal workflows within a dental practice. In addition, we deliver live, collaborative education led by the brightest clinical and business minds in dentistry through virtual seminars and events, as well as through hands on learning opportunities at our state-of-the-art campus in scenic North Scottsdale. 

Job Description

The Vice President, Customer Success is a strategic leader responsible for delivering an exceptional customer experience that aligns with Spear's mission of empowering dentists and their teams to excel through our online platforms, in-person campus experiences, and consulting services. This leader will ensure our customers realize the full value of our products, engage consistently, and are positioned for upsell and expansion opportunities.

As a key member of the leadership team, the VP will collaborate closely with sales, marketing, and other customer-facing teams to define and execute an ideal customer journey. They will lead efforts to increase client retention, satisfaction, and lifetime value through innovative strategies and a customer-centric approach.

Key Responsibilities

Leadership and Strategy

• Develop and execute the strategic vision for the Customer Success organization, ensuring alignment with broader company objectives.
• Lead and inspire the Customer Success team to deliver exceptional experiences through online platforms, in-person interactions, and consulting engagements.
• Drive customer-centric initiatives to increase satisfaction, retention, and expansion.
• Establish and track KPIs to measure the effectiveness and impact of customer success programs.

Customer Journey Optimization

• Collaborate with sales, marketing, and product teams to design and deliver a seamless customer success journey across all communication channels and touchpoints.
• Ensure the team effectively communicates the value of products and services to drive customer engagement and loyalty.
• Implement scalable processes and tools that enhance customer experience and operational efficiency.

Team Leadership and Development

• Build, mentor, and manage a high-performing Customer Success team, fostering a culture of excellence and collaboration.
• Empower team members to adopt a consultative approach in conversations with customers, focusing on their unique needs and objectives.
• Provide ongoing training and development opportunities to ensure team growth and success.

Customer Engagement and Retention

• Oversee customer onboarding, engagement, and retention strategies, ensuring customers achieve their desired outcomes with our products and services.
• Identify opportunities for upselling and cross-selling through strategic customer engagement.
• Act as an advocate for the customer within the organization, ensuring their feedback is heard and addressed.

Qualifications

• Bachelor’s degree in business, marketing, or a related field; MBA or equivalent experience preferred.
• 10+ years of experience in customer success, account management, or related roles, with at least 5 years in a leadership capacity.
• Proven track record of driving customer retention, satisfaction, and growth in a SaaS or service-oriented business.
• Strong strategic thinking and problem-solving skills with the ability to translate vision into actionable plans.
• Exceptional communication, relationship-building, and negotiation skills.
• Experience designing and implementing scalable customer success processes and tools.
• Familiarity with dental or healthcare industries is a plus

Additional Information

What Spear Offers

As the leader in our industry, we rely on the creativity and expertise of our people to deliver the best for our clients. In return, we invest in our employees by offering a diverse suite of benefits. We believe in offering choice and flexibility to keep our employees and their families healthy and happy today forward.

• Great Work/Life Balance - Unlimited time off program along with paid time off for volunteering. We also have shorter meetings times to help