Copy of VP of Customer Support
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="color:rgb(45,45,45);white-space:pre-wrap;">What You'll Do</strong></b><span style="white-space:pre-wrap;"> </span><br><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">The Vice President of Customer Success, Enterprise and Partners will own and drive the strategy, execution, and outcomes of our Enterprise and Partner Customer Success functions end-to-end (onboarding through renewal). This leader will ensure high customer satisfaction, retention, and growth within our DSO & Partner segment and will work closely with cross-functional teams, including Sales, Product, Support, Engineering and Marketing, to align customer success initiatives with company objectives. The ideal candidate will have a proven track record of building and managing Customer Success teams at $100M+ ARR companies and navigating the complexities of Enterprise/Partner customer relationships. Dental experience is preferred.</span><br><br><b><strong style="color:rgb(45,45,45);white-space:pre-wrap;">Outcomes You’ll Own</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Strategic Leadership:</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Design and implement a scalable Enterprise Customer Success framework across the Enterprise Customer Journey (Onboarding – Renewal) that supports customer retention, satisfaction, and revenue growth goals.</span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Develop predictive metrics and reporting to identify risks, trends, and opportunities across the Enterprise customer base.</span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Engage with senior executives and stakeholders internally to align customer success strategies with business objectives, ensuring a seamless integration of the Customer Success function into the broader organizational roadmap. </span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Customer Onboarding:</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Design and lead a world-class onboarding experience that accelerates time-to-value for Enterprise and Partner customers.</span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Continuously refine onboarding processes to reduce time-to-adoption and improve customer satisfaction during the early stages. </span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Customer Retention & Growth: </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Lead initiatives to achieve high renewal rates by addressing pain points, delivering measurable value, and fostering long-term partnerships with DSOs. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Identify upsell and cross-sell opportunities by analyzing customer needs and usage patterns, and partner with Sales to drive these initiatives. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Proactively manage escalations, resolving complex issues effectively and maintaining strong customer relationships. </span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Customer Advocacy and Partnership:</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Build Trusted Partnerships: Establish and maintain executive-level relationships with DSO and multi-location practice leaders, acting as a strategic advisor to align the company’s solutions with their business goals. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Customer voice and Feedback Loop: Create structured mechanisms (e.g. executive business reviews, advisory councils, etc.) to gather customer insights and influence product development, service improvements, and long-term strategy. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Transform Customers into Advocates: Partner with Marketing to spotlight successful customers through case studies, testimonials and advocacy programs, fostering champions for the DI brand. </span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Team Management: </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Develop a high-performing team through structured training programs, continuous professional development, and clear career progression paths. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Set clear performance expectations and accountability measures for the team, using data-driven insights to track progress. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Create an inclusive team culture focused on collaboration, innovation, and delivering exceptional customer experiences. </span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Operational Excellence: </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Standardize and scale processes for onboarding, adoption, retention, and upsell tailored to the unique needs of Enterprise customers. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Use advanced customer health scoring models to anticipate challenges and implement preemptive solutions to mitigate churn. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Partner with Revenue Operations to enhance systems and workflows, including CRM tools and dashboards, to streamline customer success operations and reporting. </span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Cross-Functional Collaboration: </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Coordinate and manage internal stakeholders to solve systemic issues and create/implement transformative ENT/PART strategies and plans. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Collaborate with Sales to ensure seamless customer handoffs, creating a unified customer journey from acquisition to retention. </span></li><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Act as the voice of the customer, providing actionable feedback to Product and Engineering teams to drive product enhancements that address Enterprise customer needs. </span></li><li dir="ltr" style="color:rgb(21,35,43);margin:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(21,35,43);background-color:rgb(255,255,255);font-size:10.5pt;white-space:pre-wrap;">Partner with Marketing to develop targeted customer advocacy programs, leveraging success stories to showcase value and attract new Enterprise clients. </span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="color:rgb(45,45,45);white-space:pre-wrap;">What Will Make Us REALLY Love you:</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Ownership</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Demonstrate extreme ownership over Enterprise (MM and Enterprise) and Partner segments by clearly articulating how each segment is performing, where the gaps are throughout the entire customer journey, and clear solutions for attaining results.</span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Prioritization and Mobilizing Execution</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Prioritize what needs to be solved to achieve results; put plans in place to solve issues quickly and efficiently. Have both short-term gap solutions and long-term scaled solutions and ensure these come to fruition.</span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Communication and Follow Through</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Clearly communicate and articulate the needs and statuses of the team and your organizations. Keep the CCO and other teammates up to date.</span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Managing Up</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Anticipate the needs of the C-Suite and CCO – proactively share churn reasons and data driven insights that showcase how we are doing and how we need to iterate and improve to hit our growth targets.</span></li></ul><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><span style="white-space:pre-wrap;">Change Leader</span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px;font-size:11pt;line-height:1.38;"><span style="white-space:pre-wrap;">Act as a change agent by fostering a culture that embraces innovation and adaptability, ensuring</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><br></p><p dir="ltr" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:0px;line-height:1.38;padding:0px;"=""><b><strong style="color:rgb(45,45,45);white-space:pre-wrap;">What You'll Love About Us</strong></b><span style="white-space:pre-wrap;"> </span></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:16px="" 0px;line-height:1.38;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin:0px 0px 0px 32px;font-size:11pt;line-height:1.38;"><span style="color:rgb(45,45,45);white-space:pre-wrap;">Flexible Time Off + 11 paid holidays</span><span style="white-space:pre-wrap;"> </span></li><li dir="ltr" style="margin:0px 0px 0px 32px;font-size:11pt;line-height:1.38;"><span style="color:rgb(45,45,45);white-space:pre-wrap;">Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, </span><i><em style="color:rgb(45,45,45);white-space:pre-wrap;">AND</em></i><span style="color:rgb(45,45,45);white-space:pre-wrap;"> we match your HSA contributions.</span><span style="white-space:pre-wrap;"> </span></li><li dir="ltr" style="margin:0px 0px 0px 32px;font-size:11pt;line-height:1.38;"><span style="color:rgb(45,45,45);white-space:pre-wrap;">Company sponsored Life, Disability & AD&D</span><span style="white-space:pre-wrap;"> </span></li><li dir="ltr" style="margin:0px 0px 0px 32px;font-size:11pt;line-height:1.38;"><span style="color:rgb(45,45,45);white-space:pre-wrap;">Mental Health support programs, Cellphone & Gym membership Discounts</span><span style="white-space:pre-wrap;"> </span></li><li dir="ltr" style="margin:0px 0px 0px 32px;font-size:11pt;line-height:1.38;"><span style="color:rgb(45,45,45);white-space:pre-wrap;">100% Paid Parental Leave</span><span style="white-space:pre-wrap;"> </span></li><li dir="ltr" style="margin:0px 0px 0px 32px;font-size:11pt;line-height:1.38;"><span style="color:rgb(45,45,45);white-space:pre-wrap;">401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors. </span><span style="white-space:pre-wrap;"> </span></li><li dir="ltr" style="margin:0px 0px 0px 32px;font-size:11pt;line-height:1.38;"><span style="color:rgb(45,45,45);white-space:pre-wrap;">Tuition Reimbursement program</span><span style="white-space:pre-wrap;"> </span></li></ul>