Customer Success Manager, SMB

Overjet

. Own SMB net revenue retention, gross churn, and contraction .

Posted 10/13/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on SMB net revenue retention and churn reduction through data-driven strategies and automation. Proficient in building and leading teams, streamlining onboarding processes, and leveraging AI to enhance productivity and customer engagement.

Highest-signal resume keywords

Customer Success ManagementChurn Reduction StrategiesData Analysis and SQL ProficiencyAI Workflow AutomationTeam Leadership and Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Churn Prevention System DevelopmentOnboarding Process AutomationActivation Milestone DefinitionSave Playbook CreationSQL Writing and Dashboard Interpretation

Soft Skills

Excellent CommunicationStrong OwnershipUrgency in Goal Achievement

Tools & Technologies

BigQueryGongCRM SoftwareSalesforceGainsight

Industry Keywords

SaaSSMBDental Practice ManagementHealthcare SoftwareCustomer Feedback Representation

Tech Stack

Tools & technologies

BigQuerySQL

About the role

Key responsibilities & impact

Own SMB net revenue retention, gross churn, and contraction
Build the churn prevention system, including early risk detection, save motions, ROI objection handling, and escalation pathways
Step into critical customer saves
Hire, onboard, coach, and scale a team of SMB Customer Success Managers
Build coaching programs based on call and email reviews
Set clear goals, hold the team accountable, and build a culture of curiosity and ownership
Own how quickly new clinics and locations go live
Streamline and automate onboarding, including self-serve and portal-driven motions
Drive early product adoption across Vision, Voice, and RCM
Define activation milestones and design training, follow-up, and re-engagement programs
Reduce trial drop-off and opt-outs
Own health scoring, risk signals, and weekly operating cadence
Use BigQuery, Gong, CRM, and product usage data to identify at-risk clinics, analyze churn and opt-outs, and prioritize team effort
Build AI automations for call and training-session reviews, AI-drafted follow-ups, and risk summaries
Make AI part of every CSM’s daily workflow and measure productivity gains
Partner cross-functionally with Sales, Onboarding, Support, Product, Marketing, and Finance
Represent customer feedback on product gaps, pricing and ROI objections, and competitive pressure
Deliver retention forecasts and reporting on churn drivers, activation trends, and team performance to senior leadership

Requirements

What you’ll need

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
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 such as Salesforce, Gainsight, or similar
Experience with call intelligence or BI tools such as Gong, BigQuery, Sigma, or similar
Excellent communication and credibility with dental practice owners and executives
Strong ownership and urgency, and comfort with aggressive, metric-bound goals
Dental, healthcare, or practice-management software experience strongly preferred; 2+ years with dental practices or DSOs is a plus
Ability to work in the United States
No educational credential explicitly required

Benefits

Comp & perks

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
Option to work from home outside geo-hub office days