Customer Success Manager

3 weeks ago

Gillingham, United Kingdom Henry Schein Full time

Job Description

This role is dedicated to supporting existing customers who are transitioning from Exact to Dentally. The primary focus is to ensure a smooth and seamless journey from the initial sale through to six months post go-live. This includes guiding customers through the migration process, addressing any challenges that arise, and ensuring they are fully operational and satisfied with the changeover and Dentally's services. The Customer Success Consultant will act as a trusted advisor, providing expert support and fostering strong relationships to enhance customer satisfaction and retention. Key performance indicators (KPIs) for this role will include monitoring NPS, CSAT, CEF scores, and the achievement of critical customer milestones.

Additionally, the consultant will work closely with the onboarding, operational, and customer success teams to ensure a cohesive and coordinated approach. They will also serve as the voice of the customer, advocating for their needs and feedback within the organisation to drive continuous improvement and ensuring a smooth handover to Dentally CSM’s to continue the Elevate programme.

What you'll do

  • Focus on Exact to Dentally transfer customers for the first 6 months of their journey.
  • Work closely with all teams involved in the transition to ensure we build a seamless journey.
  • Take existing customers through a defined and repeatable success journey, ensuring they achieve desired outcomes from our product portfolio.
  • Provide bespoke consultancy to our customers.
  • Identifying opportunities for upselling and cross-selling in partnership with the sales team.
  • Drive new business opportunities by leveraging customer advocates and fostering strong relationships with key stakeholders.
  • Respond promptly to Gainsight-driven call-to-actions, addressing risks and seizing opportunities within the customer base.
  • Utilise Gainsight,  HubSpot and other tooling to drive automated and personalized engagements with customers, ensuring proactive and meaningful interactions.
  • Proactively collaborate with our product team, providing customer feedback and insights to enhance our offerings and improve the overall customer experience.
  • Support a seamless onboarding processes for new customers, ensuring a smooth transition and successful adoption of our solutions.
  • Attend regular meetings as needed, providing updates on customer success initiatives and sharing best practices.
  • Participate in special projects as required, contributing your expertise and insights to drive business growth.
  • Present and facilitate workshops at our events, showcasing the value and impact of our solutions to a wider audience.
  • Manage a Book of Business with an average value of £2- 4 million ARR

What you’ll bring with you
  • Experience in both Exact and Dentally software.
  • Excellent consultative skills, with a proven track record of building and maintaining strong partnerships with customers that provide growth to both organisations.
  • Previous experience in a fast-paced SaaS environment, understanding the unique challenges and opportunities in this industry.
  • Ability to leverage tooling effectively to work efficiently and maximize productivity.
  • Growth mindset, displaying a willingness to learn, adapt, and embrace new technologies and methodologies.
  • Takes ownership and personal responsibility for achieving customer outcomes and exceeding expectations.
  • Proficient in utilising data to tell a compelling story, leveraging analytics to drive decision-making and inform customer strategies.
  • Results-oriented mindset, demonstrating the ability to overcome obstacles and prioritize tasks to achieve objectives.
  • Proven history of delivering growth in expansion revenue.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.

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