Manager, Customer Success

About Us:

VideaHealth is a cutting-edge AI-powered solution for dentistry, developed by a team of seasoned leaders, engineers, AI scientists, and clinicians spun out of MIT. Our vision is to be the first company to diagnose a billion people globally. Our product is already used by thousands of dental clinicians to improve the quality of care through faster diagnoses, increase operating efficiencies, and improved patient understanding.

About the Position:

We are seeking a Manager, Customer Success to join our growing team. In this role you will be a player-coach responsible for leading a team of Customer Success Managers who oversee the post-sale customer journey, from clinical onboarding to product adoption, retention, and expansion while also managing a personal book of business. This role requires strong leadership skills, the ability to drive team performance, and the capacity to maintain strong relationships with key clients to ensure customer satisfaction, retention, and growth.  You will be responsible for day-to-day team management, mentorship, coaching, and operational execution while also directly managing some customer accounts to ensure their success with VideaHealth.  You will ensure the team delivers exceptional customer outcomes, fosters strong relationships with key stakeholders, and drives platform engagement and growth. This role reports to the Vice President of Customer Success and works closely with Sales, Product, and Support teams.

Key Responsibilities: 

Team Management

• Lead a team of Customer Success Managers (CSMs), providing guidance, mentorship, coaching, and support to ensure they meet performance goals.

• Hire and onboard new CSM team members

• Conduct regular one-on-one meetings to assess performance, provide feedback, and develop career growth plans.

• Drive operational efficiency within the team by developing and refining customer success processes, playbooks, and tools.

• Foster a positive, customer-obsessed team culture that aligns with company values and promotes continuous learning.

Customer Relationship Management

• Manage a personal portfolio of customer accounts, serving as a trusted advisor and ensuring their long-term success.

• Develop strong relationships with key customer stakeholders to ensure the successful adoption and ongoing utilization of the VideaAI platform

• Proactively monitor account health, identify risks, and work cross-functionally with Product, Support, Engineering and Sales teams to mitigate issues.

• Own the client relationship, partnering with the Sales and Implementation teams, to drive client satisfaction 

• Champion the voice of the customer for the clients you manage and the Customer Success team by advocating internally to influence product roadmap and drive customer-centric solutions

Operational Responsibilities

• Drive the Customer Success team to hit all product adoption KPIs 

• Track and analyze key adoption metrics providing key insights to enhance customer engagement strategies.

• Lead efforts to continuously improve customer engagement strategies, onboarding processes, playbooks and renewal forecasting models.

• Ensure the team is effectively leveraging CRM (HubSpot) and data analytics tools (Tableau) to deliver proactive, insights-driven account management.

• Work closely with Sales, Product, and Marketing teams to refine the customer journey and to align strategies for customer growth, retention, and feedback loops.

About You: 

• 6+ years in a customer success role, with 2+ yrs experience in a leadership role managing CSMs

• Proven track record of managing enterprise customers, driving product adoption, retention, and exceeding revenue goals.

• Experience leading and scaling customer success teams, with strong people management, coaching and development skills.

• SaaS and startup experience, with the ability to navigate fast-paced, evolving environments.

• Strong strategic thinking and ability to translate data insights into actionable strategies.

• Exceptional communication and executive presence, with the ability to influence internal and external stakeholders.

• Background in dental, DSO, healthcare, digital therapeutics, or digital healthcare industries is a plus.

• Ability to manage multiple priorities, operate with high autonomy, and drive outcomes in a dynamic setting.

• Willingness to travel as needed.

What We Offer: 

• Fast paced and collaborative work c