Customer Success Manager, SMB

🔥 16 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 16%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Overjet

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🏥 Healthcare

🛡️ Insurance

🤖 Artificial Intelligence

💰 $42.5M Series B on 2021-12

Healthcare • Insurance • Artificial Intelligence

OVERJET is a dental AI platform that provides AI-native imaging, diagnostic support, patient education tools, and revenue-cycle automation for dental practices, DSOs, insurers, and educators. Its products include FDA-cleared AI for clinical analysis, IRIS AI-native imaging that enhances X-ray images, insurance verification and claims automation, credentialing and provider data management, and analytics to improve clinical quality and operational efficiency. OVERJET combines artificial intelligence and SaaS delivery to help clinicians detect oral disease more accurately, streamline insurance workflows, and align providers and payers to improve oral health outcomes.

📋 Description

• 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

🎯 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 • 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

🏖️ Benefits

• 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