Job Details

Overview

Head of Customer Success, PRA role at OVERJET. Lead the Future of Dentistry. Overjet is the world-leader in dental AI. Thousands of dental providers and insurers rely on our platform to deliver the best possible care. We're looking for talented people to fulfill our mission: improve oral health for all.

Overjet is where builders become leaders. Everyone here loves to make new things: new products, new partnerships, new content, and a new category of AI technology. As Overjet grows, so will you. There's no better place to accelerate your career. Come join us!

The Role

Reporting to the SVP of Customer Success, the Head of Customer Success will take over responsibility for a high-functioning and growing post-sales organization on the Practice side of Overjet's growing business.

Responsibilities

• Lead and scale Overjet's Customer Success organization for Practice.
• Build comprehensive customer success program to enhance customer experience, expand platform adoption and exceed net-retention and renewal targets.
• Develop and execute world-class success and support strategy to increase customer value realization.
• Drive land & expand GTM model for increased adoption across individual practices within organizations.
• Own and monitor key operational metrics (churn, contraction, revenue, customer satisfaction) to track performance.
• Collaborate with Go-to-Market and Product Development teams to communicate customer needs, influencing product roadmap and marketing strategies.
• Lead and enable subject matter expert team for optimal product adoption, helping customers achieve their business objectives.
• Enhance and leverage data and tooling to measure customer health and trigger customer interaction at the right time.

Qualifications

• Proven success leading post-sales teams for high-growth businesses in B2B SaaS from $30M to $100M ARR revenue range.
• Strong understanding of the complexity and nuances of different market segments (SMB up through Mid-Market & Enterprise) and the ability to develop a customer journey lifecycle that is strategically tailored to the needs of each segment.
• Effectively setting KPIs, monitoring customer health, and refining processes and leveraging systems for high adoption.
• Deep experience developing a 1-to-many Customer Success model with digital communications, personalized content, and high-touch interactions.
• Experience working with multi-location SMB customers.
• Familiarity and practical expertise developing a digital customer success strategy that leverages data and tools to identify expansion opportunities and drive engagement with the customer.
• A deep understanding of customer use cases and product capabilities. Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
• Extensive experience with growing and retaining high performance and successful teams.
• Skilled in designing processes, strategies and career ladders to recruit, retain, mentor, train and lead a world-class team.

Why Overjet?

• 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
• Work from Home Stipend

Our Hybrid Workplace

We have a unique hybrid workplace at Overjet — which combines the teamwork of meeting in person, with the flexibility of working from anywhere. Many of our positions are based in San Mateo, New York City, Boston, and Lahore. The Jetsetters who live in these "geo-hubs" come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week. Our People Team is happy to answer any questions about what hybrid work means for your specific role.

Overjet Values

• Excellence: We set ambitious goals and strive for excellence.
• Velocity: We focus, act with urgency, and deliver results.
• Ownership: We take ownership, dive deep and solve problems.
• Win-win: We play to win, setting ourselves and our customers up for success.
• Growth: We stay curious, seek feedback, and continuously learn and grow.

EEOC

Overjet is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply!

If you are a Colorado resident: Please contact us by emailing ...@overjet.ai to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.

Seniority level

Executive

Employment type

Full-time

Job function

Other

Industries

Software Development

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