Dental Intelligence Inc. · 7 hours ago
Enterprise Customer Success Manager (ECSM)
Pleasant Grove, UT
Full-time
Onsite
Mid, Senior LevelDental Intelligence Inc. is a leading player in the SaaS analytics and workflow space for dental practices, aiming to help dentists manage and grow their practices. The Enterprise Customer Success Manager is responsible for developing and maintaining strong relationships with large customers, ensuring they drive utilization and value from the software.
AnalyticsBusiness IntelligenceData IntegrationDentalSoftware
Responsibilities
Establish Strong Executive Level Relationships - Build strong and trusting relationships with key stakeholders including C-level executives within the customer base. Produce at least 2 champions per account and have an executive partner established in 100% of your portfolio. Success Measures: Number of Champions, Amount of Executive Partners
Drive Engagements with Customers - Utilize Salesforce and Gainsight, and Report on Portfolio Performance - Proactively build tasks and/or sets of tasks (i.e. playbooks) to execute with your customers to maintain and/improve customer health within Gainsight. Be detail oriented in making sure the right data gets into our systems at the right time. Monitor your completion of playbooks for 100% of your customers. Produce 1 touch (email, phone call, completed task, updated note, next step) per customer per week. Reporting your portfolio performance each week (distribution of red, yellow, green customers); next step for each customer); forecasting gross retention for your portfolio (best, mid, worst) case scenario. Success Measures: Customer Health Score, Playbook Completion, Gross Retention, and Reports
Lead the Coordination of Customer Escalation - If customers need escalated help, you will lead the coordination of having the right people both internally and externally in the right room at the right time to strategize and execute. You’ll not only raise the issue but bring forth solutions to help bring the escalation to resolution. Ensure all steps are documented (in Gainsight) and that all teammates execute. If executives are needed for a call or need to send an email, you will draft the email or talking points needed. Ensure all parties know their role and responsibility for de-escalating the customer and report the result. Success Measures: Customer Churn, Completion of Steps, and Gross Retention
Driving Product Adoption - Drive utilization of our products within your portfolio of accounts; ensure customers understand and learn about new releases and functionality as they become available. Drive customers to +5% DAU. Success Measures: Customer Health Score, Expansion Opportunities, Escalations
Product/Industry Expertise and Curiosity - Maintain expertise in Dental Intelligence products, industry, and identify opportunities for improving workflows, increasing adoption, and demonstrating its impact. Success Measures: Subject Matter Expertise
Surfacing Opportunities to Sales - Drive selling opportunities with customers for how to increase value through use of Dental Intelligence. Create and funnel qualified upsell opportunities for customer value added products and services to our Expansion Sales team. Success Measures: Amount of Expansion Opportunities, Quality of Those Opportunities
Qualification
Required
Be a Proactive Problem Solver to Help Drive Outcomes
Be a Passionately Curious and Applied Thinker
Have Excellent and Transparent Communication Skills
Be Data-Driven with a Sense of Urgency
Be a Results Oriented, Team Player
Be a Self-Directed, Self-Starter
Be a Delightful Worker
Benefits
Flexible Time Off + 10 paid holidays
Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
Company sponsored Life, Disability & AD&D
Mental Health support programs, Cellphone & Gym membership Discounts
100% Paid Parental Leave
401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.
Tuition Reimbursement program
Company
Dental Intelligence Inc.
Designed to help you intelligently shape the future of your practice(s), Dental Intelligence combines industry-leading practice analytics and patient engagement tools in an easy-to-use software platform that has helped more than 10,000 dental practices save time, increase profitability, and Practice Smarter.™
Founded in 2011
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$34.5MKey Investors
K1 Investment Management
2020-01-01Private Equity
2019-09-18Series A· $34M
2018-02-28Debt Financing· $0.5M
Leadership Team
Marty Ostermiller
Chief Operating Officer & CFO
Dan Larsen
Chief Product Officer
Recent News
Dental Intelligence, Inc.
2025-11-02
Payments Dive
2025-08-27
Company data provided by crunchbase