Director, Scaled Success – SMB

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Dental Intelligence

WebsiteLinkedInAlle Stellen

2 - 10 Mitarbeiter

Gegründet 2011

🏥 Gesundheitswesen

🏭 Fertigung

🤝 B2B

💰 Private Equity Round - Dental Intelligence im 2020-01

Healthcare • Manufacturing • B2B

Dental Intelligence ist ein Unternehmen, das umfassende Dienstleistungen zur Modernisierung von Zahnarztpraxen und klinischen Umgebungen bietet. Sie entwerfen stilvolle, funktionale und sichere Praxisdesigns, liefern Dentalgeräte und Verbrauchsmaterialien führender Hersteller (Partner sind A-dec, W&H, Acteon und Cattani) und bieten Verkauf, Installation sowie prompten After-Sales-Support. Ihr Fokus liegt darauf, Zahnarztpraxen und -praktikern bei der Beschaffung von Ausrüstung, intelligenten Designlösungen und Praxiseinrichtungen zu helfen, damit die Kunden sich auf die Patientenversorgung konzentrieren können.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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!