Customer Success Manager

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Customer Success Manager – CARESTACK

Full-time Position – Celebration, FL
CareStack, an award-winning, cloud-based software offering dental practitioners a complete all-in-one solution to manage all functions of their dental practices, is adding a Customer Success Manager to our growing team. Our CSM will be a team player and critical thinker with an inclusive understanding of various dental workflows (Billing, Insurance, Clinical, RCM). This person should have a high level of technical aptitude, a laser focus on improvement and a genuine commitment to creating exceptional customer experiences. Come join the fast-growing CareStack team where #westartwithcare.

The Company

CareStack was founded in 2015 with the mission of simplifying dental practice management and allowing dental professionals to focus on what truly matters most – quality patient care and continued business growth. Today, CareStack serves as the Dental PMS for more than 2000 providers. They employ over 500 talented professionals across the globe, and they continue to lead the pack when it comes to cloud-based Dental Tech innovation. With customer-centricity permeating all aspects of their business, CareStack is committed to continual improvement of their product, with new releases every two weeks and with over half of the new features and enhancements being born of existing customers’ requests.

The Job

The Client Success Manager (CSM) is a skilled administrative team member with relevant dental and / or customer service experience who is responsible for building and maintaining long-term relationships with the customers and stakeholders by ensuring overall satisfaction, overseeing growth and retention and increasing profitability. The CareStack Customer Success Manager (CSM) ensures customers are properly onboarded onto the CareStack platform and that each Dental Practice is set up for success and trained to effectively leverage all of the functional and operational tools that the CareStack platform provides.

Duties & Responsibilities

  • Ensure new CareStack customers have a solid foundation with respect to CareStack setup and Configuration
  • Ensure Key personnel at the customer end are trained on CareStack
  • Ensure new CareStack customers adopt recommended Standard Operating Procedures & Best Practice Workflows, at their dental practices
  • Define, Track and Monitor Customer health with regards to: CareStack Product Feedback, Customer Support Interactions and KPIs for business success
  • Ensure the best possible customer experience at all times
  • Serve as Subject Matter Expert (SME) and a Team Enabler
  • Serve as SME for recommended best practices and Key Performance Indicators for Dental Practices
  • Create and promote a learning environment and help develop competency improvement training and assessment programs for the team
  • Help improve the policies and procedures that enable efficient customer success management
  • Handle escalated customer support situations that require expert involvement
  • Collaborate with a globally distributed team of Level 1, Level 2 and Level 3 technical support team to enable efficient customer support
  • Collaborate with external vendors and partners to obtain speedy resolutions to customer concerns
  • Collaborate with a globally distributed Product Engineering team to bring about the most sought-after product changes for our customers
  • Collaborate with the CareStack product management team to ensure the product roadmap meets all relevant customer and industry needs

    Supervisory Responsibilities

    • No immediate direct reports

    Skills & Qualifications

    • MUST HAVE at least five [5] years of dental industry experience
    • Technical proficiency with at least one [1] Dental Practice Management Software (PMS)
    • Knowledge and understanding of Revenue Cycle Management (RCM)
    • Experience with Key Performance Indicators (KPIs) for Dental Practice Management
    • Advanced understanding of all functions and workflows within a dental organization
    • Minimum of one [1] year of experience managing a large (high volume) Dental Practice
    • Experience working with clearing houses, electronic eligibility & claims, ERAs
    • Fast-learner with an aptitude for learning new technology
    • Highly articulate with concise and precise communication style
    • Tech-savvy problem-solver with strong analytical skills
    • Team Builder and Motivator with a highly engaging communication style
    • Operational excellence focused
    • Passionate about working in teams and serving customers

    Work Environment

    • On-site role in our corporate HQ location in Celebration, FL. This is NOT a remote position. Our on-site culture in Customer Success is integral to the swift ramp-up of all internal organizational functions to support the exponential increase in the scale of operations planned at CareStack in the coming years.  This also means increased growth opportunities for all our team members.
    • Shift hours are Monday – Friday, 8AM – 5PM ET
    • Some travel may be required

    Certificates, Licenses, Registrations

    • None required

    Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

    Perks of the Job

    Healthcare Coverage

    Multiple healthcare plans available, Vision, Dental AD&D and Life insurance

    Health Savings 

    Tax-free, employee-funded designed to supplement anticipated medical costs

    Paid Leave

    Competitive Paid Time Off (PTO) plan, Paid Holidays and Sick Leave

    Financial Benefits

    Section 125 Flexible Spending Account, Dependent Care Account DCA, Health FSA

    Working Advantage

    Cost-Free Benefits program providing employees access to thousands of discounts

    Wellness Programs

    Employee Assistance Program to enhance wellbeing and assist with work-life balance


    Interested? Talk with a Recruiter

    Still reading? Why not discuss it with one of our recruiters? You’ll either walk away affirmed that this wasn’t the one that got away, or you will be one step closer to your new career home.