[Hiring] Customer Success Manager @Deep End Talent Strategies

Role Description

The Customer Success Manager is responsible for helping Incisive customers successfully ramp, maximize their participation in the Incisive network, and continue growing over time.

The CSM will own a portfolio of active practices and serve as a strategic partner to practice owners and their teams. This includes:

• Helping new accounts move quickly from signing to meaningful utilization
• Monitoring account performance
• Identifying opportunities for growth
• Intervening when accounts are at risk

This is a commercially minded Customer Success role. Success will be measured by:

• Customer satisfaction
• Utilization
• Retention
• Account growth
• Helping customers realize increasing value from their relationship with Incisive

This is also the first dedicated Customer Success Manager role at Incisive. There is no established playbook yet, and we are looking for a builder: someone who works hard, operates well without a template, and will help build the foundational playbook this function runs on as we scale.

Qualifications

• Dental industry experience is required
• 4+ years of experience in customer success, account management, sales, or another customer-facing role
• Experience managing a portfolio of customer accounts
• Demonstrated ability to develop lasting customer relationships
• Experience addressing dissatisfied or at-risk customers
• Ability to identify and pursue account growth opportunities
• Comfortable using data and performance metrics to guide customer conversations
• Highly organized and able to manage multiple accounts and priorities
• Comfortable working independently in a growing company where processes continue to evolve
• Excellent written and verbal communication skills
• Entrepreneurial and comfortable with ambiguity

Requirements

• Serve as the main point of contact for group practice onboardings, coordinating across locations, stakeholders, and internal teams
• Establish clear 30, 60, and 90-day ramp goals
• Monitor new account activity and intervene quickly when utilization is below expectations
• Help practices incorporate Incisive into their existing restorative and digital workflows
• Coordinate with internal teams to address implementation, lab, product, or service barriers
• Ensure customers understand the opportunities available through the Incisive network
• Monitor account health and identify early warning signs of customer risk
• Proactively address underutilization, dissatisfaction, service issues, or other barriers
• Develop account-specific strategies to recover declining accounts
• Lead customer save conversations, escalating significant risks when appropriate
• Document reasons for churn, declining utilization, and customer dissatisfaction
• Partner with leadership and other teams to resolve recurring customer issues
• Own an assigned portfolio of active customer accounts
• Increase utilization and help practices meet or exceed expected lab commitments
• Drive adoption of additional product categories and services relevant to each practice
• Manage straightforward account expansions and partner with leadership or Sales on larger opportunities
• Conduct regular account reviews focused on performance, opportunities, and next steps
• Track expansion opportunities and follow through consistently
• Share successful approaches and customer insights to strengthen Incisive's expansion playbook
• Maintain accurate account information, activity, risks, and opportunities in the CRM
• Develop and execute new Customer Success playbooks
• Provide feedback on processes and help improve Customer Success tools and resources
• Share customer feedback and market insights with Product, Sales, Operations, and leadership

Benefits

• Remote-First: Work from anywhere with flexibility to manage your schedule
• Unlimited PTO: We trust you to balance work and life without counting days
• Growth Opportunity: As an early team member, you'll have opportunities to shape our company and advance as we scale
• Culture: Small, fast-growing team that works hard and has fun along the way
• Modern Tools: Latest technology and systems to do your job effectively
• Competitive Compensation: Base salary plus target bonus and stock options