Customer Success Manager

About this role

Shape what’s next in dental technology. Join Henry Schein One!

Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. 

We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated. 

Shape what’s next in dental technology. Join Henry Schein One! Who We Are Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. 

We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.

Customer Success Manager  **This position is Remote within the United States**

Job Summary This position is responsible for building relationships with Henry Schein One customers, working closely with the customers and advocating Henry Schein One.  In this role you will serve as a strategic advisor to customers by developing success plans, conducting business reviews, driving product adoption, identifying growth opportunities, mitigating renewal risk, and ensuring customers achieve measurable business outcomes through their partnership with Henry Schein One. The goal is to improve the customers’ business health by leveraging and promoting Henry Schein One software solutions and service offerings.  This role proactively strengthens the relationship by improving the customers’ business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. 

What you will do • Build on the client relationship that was developed during the sales process by learning customer goals, needs and initiatives, and providing value in all interactions • Monitor customer health indicators, engagement trends, adoption metrics, and renewal risks • Identify at-risk customers and develop proactive action plans to improve retention and satisfaction Drive adoption of priority Henry Schein One solutions and workflows that improve operational efficiency and clinical outcomes • Provide strategic recommendations based on customer business objectives, workflows, and industry’s best practices • Identify opportunities for customers to increase value through product utilization and process optimization • Ability to communicate effectively with practice owners, office managers, DSO leaders, and executive stakeholders • Strong consultative and strategic relationship management skills • Serve as the primary point of contact for customers and looping in other teams as needed to provide exceptional service • Provide strategic oversight to customers customer life cycle to achieve rapid time-to-value with their purchase • Proactively uncover opportunities to increase adoption and utilization, while also promoting professional services options • Seek out customers who have had measurable success with Henry Schein One solutions and develop their interest in serving as a customer success story • Track ownership of client records and data in the CRM • Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal • Develop a solid understanding of the dental industry and regional issues that could impact customers within assigned territory • Professional, and regularly share best practices with the rest of the CS team • Facilitate customer escalation resolution

  Travel/Physical Demands • Travel typically less than 10%. Office environment. No special physical demands required

Qualifications

Must have : • Typically, a bachelor’s degree or global equivalent in related discipline. • Typically, 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience. • Previously managed a large customer base 100+ accounts preferred • Proficient with tools, systems, and procedures • Basic planning/organizational skills and techniques • Good decision making, analysis and problem-solving skills with ability to multi-task • Good verbal, public speaking, written communication and presentation skills • Good interpersonal skills • Basic conflict resolution skills • Developing professional credibility • Experience using a CRM and/or Customer Success platform preferred • Achieved or exceeded retention goals in prior roles • Ability to quickly develop solid customer relationships over the phone • Ability to connect customers with relevant product offerings • Ability to successfully prioritize reactive and proactive tasks

Nice to have: • Master's degree or global equivalent  • Good understanding of industry practices • 5+ years of Customer Success or account management experience • 5+ years of in-office dent

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