Manager of Customer Success, SMB

Overjet is the world-leader in dental AI. As a Manager of Customer Success, SMB at Overjet, you will play a crucial role in leading our fastest-growing segment through its next phase of hyper-growth. You'll drive retention, adoption, and expansion across our SMB customer base (private dental practices), and you'll hire, coach, and scale a team of SMB Customer Success Managers. Leveraging AI and automation, you'll build the strategies and playbooks that get new practices live fast, keep them engaged, and turn them into long-term advocates, making sure every practice gets maximum value from Overjet's AI platform. We're not looking for dental expertise. We're looking for someone smart, hungry, and humble.

Responsibilities

Retention and churn reduction: own SMB net revenue retention, gross churn, and contraction, build the churn prevention system, and step into critical saves; Coaching and team leadership: hire, onboard, and scale a team of SMB CSMs, build coaching programs, set clear goals, and build a culture of curiosity and ownership; Onboarding and time-to-live: own how quickly new clinics and locations go live, and streamline and automate onboarding; Activation and adoption: drive early product adoption across Vision, Voice, and RCM, define activation milestones, and reduce trial drop-off and opt-outs; Analytics-driven management: own health scoring, risk signals, and the weekly operating cadence using BigQuery, Gong, CRM, and product usage data; AI-first operations: build automations that replace manual work and make AI part of every CSM's daily workflow; Cross-functional partnership: work with Sales, Onboarding, Support, Product, Marketing, and Finance, serving as the voice of the customer; Forecasting and reporting: deliver accurate retention forecasts and clear reporting on churn drivers, activation trends, and team performance to senior leadership

Requirements

5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing CSMs; Experience running a high-volume SMB book where retention and adoption are won through process, data, and automation rather than high-touch coverage alone; A track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps on objection handling; Strong analytical skills, including writing or reviewing SQL, building and interpreting dashboards, and turning usage and health data into decisions; Hands-on AI fluency, including using LLMs and automation to build workflows, review calls, and scale coaching; Experience with CRM and CS tools (Salesforce, Gainsight, or similar) and call intelligence or BI tools (Gong, BigQuery, Sigma, or similar); Excellent communication, credible with dental practice owners and executives; Strong ownership and urgency, and comfort with aggressive, metric-bound goals

Nice to have

Dental, healthcare, or practice-management software experience strongly preferred; 2+ years with dental practices or DSOs is a plus

Benefits

Competitive Compensation and Equity; Hybrid workplace with flexibility and in-person workspaces; 401k plans with a matching program; Medical, Dental and Vision coverage (99% employee premium covered, 75% dependent premium covered); Life and AD+D Insurance; 8 weeks Paid Parental Leave; Optional HSA with Employer contribution; Flexible Time Off and company paid holidays; Annual Learning and Development Stipend