Customer Success Manager- Product Adoption

About Us:

VideaHealth is a cutting-edge AI-powered solution for dentistry, developed by a team of business operators, 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, lower operating costs, and improved patient understanding.

About the Position:

The Customer Success Manager is a critical member of the Customer Success team leading the company’s strong mission to deliver an exceptional VideaHealth client experience. This role will be a great fit if you are passionate about making a difference in a patient’s health, energized by delivering high client satisfaction, and think strategically about client relationships.

Key Responsibilities:

• Application implementations of our suite of products, working with clinical and non-clinical (office managers, etc.) staff. Define and communicate project timelines, deliverables and updates and maintain constant communication through the project to capture feedback and address any issues.

• Coordinate deliverables with other team members, including technical installers, training and support teams.

• Ability to engage dental clinical teams driving VideaAI product adoption via a consultative approach through your expertise in practice workflow integration and knowledge of the application

• Own the client relationship, partnering with the sales and implementation teams, and taking over management for ongoing client happiness

• Product with clients and drive product adoption to successfully achieve KPIs through the use of data analytics and insights, application/user support, and proposing and supporting solutions to improve these metrics.

• Collaborate with sales peers, when appropriate, on accelerating account expansion and renewals.

• Forecast and manage the health of your clients

• Develop and deepen relationships with clients that provide insight into their company goals and strategies

• Ensure client delight that drives client advocacy opportunities

• Be a client consultant. Analyze the client’s use of the product and identify trends and success metrics by running reports with our data visualization tools. Share opportunities with clients for greater enrollment and engagement

• Act as a client advocate and be the voice of the client internally to refine the client experience including client implementation, onboarding, and product experience.

• Contribute to product roadmap planning

• Provide top-level service to our rapidly growing client base, sharing the transformative impact of our products to excite and delight

• Be well versed in issue management, including appropriate escalation and client expectation management

Requirements:

• 5+ years in a customer success role, experience managing enterprise level customers

• SAAS expertise and experience in becoming a hands-on application expert to support a user base

• Start-up experience and understanding the unique experience it entails

• Ability to thrive and quickly pivot when market dynamics dictate

• Adept at managing multiple stakeholders internally and externally with differing seniority

• Dental, DSO, healthcare industry, digital therapeutics, or digital healthcare background

• Proven track record of exceeding ARR goals and client satisfaction across a book of business

• Ability to develop strategic client strategies to support retention and client growth via cross-selling or up-sell initiatives

• Highly organized, able to multitask, and easily adapts and responds to change

• Strong communication skills. Ability to simplify and convey complex information in a confident and articulate manner while effectively communicating across various target audiences

• Comfortable conducting product demonstrations and presenting virtually or in-person

• Ability to solve problems quickly and creatively in a highly collaborative environment

• Demonstrated ability to work successfully on cross-functional teams

• Willingness to travel

• Experience managing a range of priorities and accounts, focusing on what is critical

• Comfort with ambiguity: experience adapting in rapidly changing environments and contributing to an evolving sales process

• Growth mindset: always looking for an opportunity to learn, grow, and give/receive feedback

• Ability to perform basic data analysis using packaged tools