Dental21

Customer Success Manager

• Lead and develop the Customer Success team responsible for onboarding new clinics to our software suite — including technical setup, customer training (on-site and remote), and ongoing customer support
• Ensure internal and external users understand and make optimal use of our digital applications
• Serve as the product expert for our software and ensure high product knowledge across the Customer Success team
• Establish, maintain, and continuously optimize processes that make daily work efficient and scalable
• Coordinate all onboarding activities to ensure smooth, timely, and high-quality clinic go-lives
• Ensure structured documentation of software issues and customer requests, and maintain transparent, proactive, and timely communication with users
• Responsible for creating and continuously improving training materials (e.g., webinars, tutorials, documentation)
• Systematically collect, structure, and synthesize user feedback and work closely with the product team to derive concrete improvement measures
• Directly report to the Chief Product Officer (CPO)

Head of Customer Success