Director, Scaled Success – SMB

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Dental Intelligence

WebsiteLinkedInAll Job Openings

2 - 10 employees

Founded 2011

🏥 Healthcare

🏭 Manufacturing

🤝 B2B

💰 Private Equity Round - Dental Intelligence on 2020-01

Healthcare • Manufacturing • B2B

Dental Intelligence is a company that provides one-stop services to upgrade dental practices and clinical environments. They create stylish, functional and safe practice designs, supply dental equipment and consumables from leading manufacturers (partners named include A-dec, W&H, Acteon and Cattani), and offer sales, installation and prompt after-sales support. Their work focuses on helping dental clinics and practitioners with equipment procurement, intelligent design solutions, and practice fit-outs so clients can focus on patient care.

📋 Description

• We're seeking a Director of Scaled Success to lead our SMB Customer Success motion and own the health of our largest, highest-velocity customer segment. • This leader will be accountable for driving Gross Revenue Retention (GRR) of 85%+ across our SMB book of business by building and running a scaled engagement model that blends proactive adoption programs with a rigorous, data-driven retention and win-back engine. • This is a hands-on leadership role: you'll set strategy, build repeatable playbooks, and manage a team of four — two Scaled Adoption Specialists focused on driving product adoption at scale, and two Retention Specialists focused on saving at-risk accounts and winning back customers who have already churned. • You'll be the operational owner of SMB retention outcomes and a key partner to Sales, Product, Support, and Ops in shaping how Dental Intelligence delights and protects its customer base.

🎯 Requirements

• 3+ years in Customer Success, Retention, or Revenue-focused roles, with 2+ years directly managing a scaled success team • Proven track record owning and improving GRR/NRR or retention metrics for a high-volume SMB customer segment • Experience building and scaling 1-to-many customer engagement programs (adoption campaigns, digital-led CS motions, automation/lifecycle tooling) • Direct experience running or overseeing a cancellation/save process, including negotiation and objection handling at scale • Strong analytical skills — comfortable owning health scores, churn forecasting, and reporting on retention/adoption KPIs • Experience with CS platforms (Gainsight, ChurnZero, Vitally, or similar), CRM tools (Salesforce/HubSpot), and Tableau, BI, or similar reporting tools • Excellent cross-functional collaboration skills; able to influence Product, Sales, and Marketing without direct authority • SaaS experience required; healthcare, dental, or vertical SaaS experience strongly preferred • A builder's mindset — comfortable creating process and playbooks where none exist yet • Ability to travel ~once a quarter for leadership meetings.

🏖️ Benefits

• Flexible Paid Time Off + 10 company-wide paid holidays • Competitive Medical, Dental & vision offerings, with buy up plan options, AND we match your HSA contributions. • Fully Paid Parental Leave • 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors. • Learning & Development Reimbursement program • Company paid Life, Disability & AD&D • Mental Health support programs • Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!