Customer Success Manager, SMB

🕒 Outubro 13

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 17%

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Overjet

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2018

🏥 Saúde

🛡️ Seguros

🤖 Inteligência Artificial

💰 $42.500.000 Series B em 2021-12

Healthcare • Insurance • Artificial Intelligence

A OVERJET é uma plataforma de IA para odontologia que oferece ferramentas de imagem nativas em IA, suporte ao diagnóstico, educação do paciente e automação do ciclo de receita para consultórios odontológicos, DSOs, seguradoras e educadores. Seus produtos incluem IA aprovada pela FDA para análise clínica, IRIS com imagens nativas em IA que aprimoram as radiografias, verificação de seguros e automação de sinistros, credenciamento e gerenciamento de dados de provedores, além de análises para melhorar a qualidade clínica e a eficiência operacional. A OVERJET combina inteligência artificial e entrega SaaS para ajudar os profissionais a detectar doenças orais com mais precisão, agilizar os fluxos de trabalho de seguros e alinhar prestadores e pagadores para melhorar os resultados de saúde bucal.

Descrição

• Own SMB net revenue retention, gross churn, and contraction • Build the churn prevention system, including early risk detection, save motions, ROI objection handling, and escalation pathways • Step into critical customer saves • Hire, onboard, coach, and scale a team of SMB Customer Success Managers • Build coaching programs based on call and email reviews • Set clear goals, hold the team accountable, and build a culture of curiosity and ownership • Own how quickly new clinics and locations go live • Streamline and automate onboarding, including self-serve and portal-driven motions • Drive early product adoption across Vision, Voice, and RCM • Define activation milestones and design training, follow-up, and re-engagement programs • Reduce trial drop-off and opt-outs • Own health scoring, risk signals, and weekly operating cadence • Use BigQuery, Gong, CRM, and product usage data to identify at-risk clinics, analyze churn and opt-outs, and prioritize team effort • Build AI automations for call and training-session reviews, AI-drafted follow-ups, and risk summaries • Make AI part of every CSM’s daily workflow and measure productivity gains • Partner cross-functionally with Sales, Onboarding, Support, Product, Marketing, and Finance • Represent customer feedback on product gaps, pricing and ROI objections, and competitive pressure • Deliver retention forecasts and reporting on churn drivers, activation trends, and team performance to senior leadership

🎯 Requisitos

• 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 • Track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps on objection handling • Strong analytical skills; ability to write or review SQL, build and interpret dashboards, and turn usage and health data into decisions • Hands-on AI fluency; experience using LLMs and automation to build workflows, review calls, and scale coaching • Experience with CRM and CS tools such as Salesforce, Gainsight, or similar • Experience with call intelligence or BI tools such as Gong, BigQuery, Sigma, or similar • Excellent communication and credibility with dental practice owners and executives • Strong ownership and urgency, and comfort with aggressive, metric-bound goals • Dental, healthcare, or practice-management software experience strongly preferred; 2+ years with dental practices or DSOs is a plus • Ability to work in the United States • No educational credential explicitly required

🏖️ Benefícios

• Competitive Compensation and Equity • Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location • 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 • Option to work from home outside geo-hub office days

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