SMB Customer Onboarding Specialist

About Us:

At Dental Intelligence, we are on a mission to make it more fulfilling to be a dental professional and easier to be a patient with our innovative software solutions. We take pride in creating an onboarding experience that is tailored, strategic, and effective, ensuring every customer has the tools, training, and support they need for long-term success.

We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more.

We seek an experienced SMB Customer Onboarding Specialist who can help our organization by delivering a tailored onboarding experience ensuring a swift and smooth implementation of our software solutions to our clients. If the profile below sounds like you - let’s talk!

What You'll Do: 

As an SMB Customer Onboarding Specialist, you will guide small and mid-sized dental practices through a seamless onboarding experience. Your role is critical in driving early adoption, ensuring configuration success, and empowering practices to integrate our tools into their daily operations. You’ll serve as both a strategic consultant and customer champion—ensuring each account is set up for long-term success.

Location:

This is a fully remote position open to candidates residing in any U.S. state where Dental Intelligence is authorized to employ.

Outcomes You'll Own:

Own the Onboarding Journey

• ​Manage relationships with assigned SMB clients from post-sale to full adoption.
• Coordinate internal and external stakeholders (Sales, Installation, IT, etc.) to ensure a seamless onboarding.
• Proactively manage your pipeline to ensure timely training, support, and configuration milestones are hit.
• Log detailed customer interactions and notes in Salesforce to maintain pipeline visibility.

Drive Value and Feature Adoption

• Learn and document each customer’s unique goals and create success plans tailored to those objectives.
• Facilitate strategic conversations around how our software supports business goals and ROI.
• Ensure all features are fully configured and incorporated into daily workflows.

Deliver Exceptional Customer Experience

• Provide expert-level software training through 1:1 sessions and digital resources.
• Handle escalations professionally and efficiently, resolving challenges with ownership and empathy.
• Send recap emails, surveys, and follow-up resources after every session to reinforce learning and satisfaction.

Be a Team Player

• Actively participate in weekly team meetings, 1:1s, and cross-functional initiatives.
• Collaborate with peers, share knowledge, and help train new team members when needed.
• Identify opportunities for process improvements and customer experience enhancements.

Success Looks Like:

• 85%+ average pre-appointment completion
• 20+ completed onboarding events per week
• Average weekly call score of 3.5 or above
• Customer Satisfaction Score (CSAT) of 4.5+
• Onboarding churn rate below 3%
• 85%+ of SMB accounts retained
• Customer Utilization Score of 70%

What We're Looking For:

• Experience in customer onboarding, success, or implementation—ideally in SaaS or dental/healthcare industries.
• Strong project management, organization, and time management skills.
• Confident communicator who can lead strategic conversations with clients.
• Comfortable using platforms like Salesforce, Gainsight, Zoom, and digital training tools.