Manager of Customer Success, SMB at Overjet

Overjet is the world-leader in dental AI, relied upon by thousands of dental providers and insurers to deliver the best possible care. They are seeking talented individuals to fulfill their mission: improve oral health for all.

Overjet is a place where builders become leaders. Everyone here loves to create new products, partnerships, content, and AI technology. As Overjet grows rapidly, so will your career opportunities.

The Role

As a Manager of Customer Success, SMB at Overjet, you will lead our fastest-growing segment through its next phase of hyper-growth. Your responsibilities include:

• Retention and churn reduction: Own SMB net revenue retention, gross churn, and contraction. Build a churn prevention system, including early risk detection, save motions in email and meetings, ROI objection handling, and a clear escalation pathway. Step into critical saves yourself.

• Coaching and team leadership: Hire, onboard, and scale a team of SMB Customer Success Managers. Build coaching programs grounded in real call and email reviews. Set clear goals, hold the team accountable, and build a culture of curiosity and ownership.

• Onboarding and time-to-live: Own how quickly new clinics and new locations go live. Streamline and automate onboarding, including self-serve and portal-driven motions, to scale without adding headcount at the same rate.

• Activation and adoption: Drive early product adoption across Vision, Voice, and RCM. Define activation milestones, identify where clinics stall, and design training, follow-up, and re-engagement programs to move usage. Reduce trial drop-off and opt-outs.

• Analytics-driven management: Own health scoring, risk signals, and the weekly operating cadence. Use BigQuery, Gong, CRM, and product usage data to find at-risk clinics, root-cause churn and opt-outs, and decide where the team spends its time.

• AI-first operations: Build automations that replace manual work, such as call and training-session reviews, AI-drafted follow-ups, and risk summaries. Make AI part of every CSM’s daily workflow and measure the productivity gain.

• Cross-functional partnership: Work with Sales, Onboarding, Support, Product, Marketing, and Finance. Serve as the voice of the customer, bringing quantified feedback on product gaps, pricing and ROI objections, and competitive pressure.

• Forecasting and reporting: Deliver accurate retention forecasts and clear reporting on churn drivers, activation trends, and team performance to senior leadership.

Qualifications

• 5+ years in customer success, account management, or SMB-focused SaaS, including 2+ years managing CSMs.

• Experience running a high-volume SMB book where retention and adoption are won through process, data, and automation rather than high-touch coverage alone.

• A track record of reducing churn and improving onboarding or activation metrics, including building save playbooks and coaching reps on objection handling.

• Strong analytical skills. Ability to write or review SQL, build and interpret dashboards, and turn usage and health data into decisions.

• Hands-on AI fluency. Experience using LLMs and automation to build workflows, review calls, and scale coaching.

• Experience with CRM and CS tools (Salesforce, Gainsight, or similar) and call intelligence or BI tools (Gong, BigQuery, Sigma, or similar).

• Excellent communication skills. Credible with dental practice owners and executives.

• Strong ownership and urgency, comfortable with aggressive, metric-bound goals.

• Dental, healthcare, or practice-management software experience strongly preferred (2+ years with dental practices or DSOs is a plus).