Manager of Customer Success, SMB

Lead the Future of Dentistry.

Overjet is the world-leader in dental AI. Already thousands of dental providers and insurers rely on our platform to deliver the best possible care. Now were 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. And as Overjet grows ridiculously fast so will you.

Simply put theres no better place to accelerate your career. Come join us!

The Role

As a Manager of Customer Success SMB at Overjet you will play a crucial role in building out our customer success function and driving retention adoption and expansion across our SMB customer base. You will be responsible for hiring leading and managing a team of SMB Customer Success Managers developing customer success strategies and executing them to achieve company retention and growth targets. Your expertise in customer success dentistry and AI technology will be essential in ensuring our dental practice customers realize maximum value from our platform.

Responsibilities

• Retention & Expansion Targets: Hit beat and raise monthly and quarterly targets for net revenue retention churn reduction and expansion revenue.

• Team Leadership: Recruit train mentor and manage a high-performing customer success team. Set clear goals and targets provide guidance and support and foster a collaborative and motivated team culture.

• Customer Success Strategy & Playbook: Develop comprehensive customer success strategies aligned with company objectives customer lifecycle stages and product adoption milestones. Define segmentation approaches engagement models and risk mitigation frameworks for the SMB segment.

• Customer Success Execution: Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion. Coordinate with the CS team to ensure effective portfolio management and timely outreach at key lifecycle moments. Monitor customer health scores track performance metrics and analyze data to identify at-risk accounts and growth opportunities.

• Customer Relationship Management: Build and maintain strong relationships with key customers dental professionals and dental organizations. Understand customer pain points requirements and feedback to refine engagement approaches and enhance customer satisfaction and outcomes.

• Collaboration: Collaborate closely with cross-functional teams including sales product management and marketing to align customer success efforts with overall company objectives. Serve as the voice of the customer internally providing feedback on product gaps competitive positioning and emerging customer needs.

• Reporting: Prepare accurate and timely retention forecasts health score reports and presentations for senior management. Communicate portfolio performance renewal pipeline status and key insights to support strategic decision-making.

Qualifications

• Proven track record of at least 5 years in customer success or account management with a minimum of 2 years in a managerial role.

• At least 2 years of experience working with dental practices or DSOs with strong knowledge of dental industry dynamics.

• Excellent leadership and team management skills with the ability to inspire and motivate a customer success team to achieve and exceed retention and expansion targets.

• Demonstrated experience developing and implementing successful customer success strategies including onboarding programs health scoring and lifecycle engagement models.

• Exceptional communication and interpersonal skills to establish and maintain relationships with customers key stakeholders and internal teams.

• Analytical mindset with the ability to leverage data and customer health metrics to drive retention performance and identify expansion opportunities.

• Ability to use systems and AI tools to draw conclusions and drive efficiencies

• Results-oriented with a strong sense of urgency resourcefulness and a proactive approach to problem-solving.

• Proficiency in using CRM and customer success software tools (e.g. Salesforce Gainsight or similar platforms).

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 ADD Insurance

• 8 weeks Paid Parental Leave

• Optional HSA with Employer contribution

• Flexible Time Off and company paid holidays

• Annual Learning and Development 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 Salt Lake City. The Jetters 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!

Overjets Values

• Excellence: Aim Higher

• Velocity: Quickly Deliver Results

• Ownership: Go the Extra Mile

• Win-win: Care Deeply

Company Recognition

• Included on Best Places to Work by BuiltIn lists in 2026: #3 overall in the US #1 in NYC #1 in San Francisco and #2 in Boston

• #4 on FastCompanyss Most Innovative Companies list in Healthcare for 2026

• Named one of the TIME Best Inventions of 2024

• Recognized inNewsweeksMost Loved Workplaces in America 2024

• Won the Dental Health category at theDigital Health Awards 2024 and2024 Best Places to Work by Built In

• Recognized as one of theTop Startups of 2023 by LinkedIn

• Included on the definitive2022 Forbes AI 50

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 dont 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 to receive compensation and benefits information for this role. Please include the job title in the subject line of the email.

Required Experience:

Manager