Head of Customer Success

Join our movement

Join us on our mission to transform global health through innovative patient communication. As Head of Customer Success, you will lead the strategic vision and execution of all customer success initiatives, driving customer satisfaction, retention, and growth. You’ll oversee both proactive and reactive strategies, collaborating with a dedicated team of clinical success managers, support specialists, and product experts to ensure customer experiences are seamless, impactful, and aligned with business goals. Your leadership will shape customer-centric strategies that elevate service quality, strengthen client relationships, deliver value, and foster long-term partnerships.

Responsibilities

• Customer Journey Optimisation: Lead the development and continuous improvement of the end-to-end customer journey, ensuring that every touchpoint is seamless, supportive, and value-driven.
• Onboarding and Implementation: Develop and oversee best-in-class onboarding processes for dental practices, ensuring practice owners and dentists get set up quickly and start seeing value from the platform immediately.
• Customer Retention: Proactively identify opportunities to improve product adoption, reduce churn, and increase customer lifetime value. Develop strategies to engage and retain users by understanding their needs and usage patterns.
• Team Leadership: Manage, mentor, and grow a high-performing customer success team, including customer success, customer support specialists, and technical support staff, to ensure exceptional service delivery.
• Customer Feedback: Gather, analyse, and act on customer feedback to continuously enhance product offerings and user experience. Work cross-functionally with product, sales, and marketing teams to ensure customer voices shape business decisions.
• Performance Metrics: Track, analyse, and report on key customer success metrics (NPS, churn rate, retention, expansion), using insights to drive continuous improvement and present findings to executive leadership.
• Customer Advocacy: Act as the voice of the customer internally, ensuring that customer feedback is leveraged to improve the product and service experience. Identify and cultivate customer advocates to participate in case studies, testimonials, and community initiatives.
• Renewals and Upselling: Partner with the sales team to manage renewals, expansions, and upselling opportunities, ensuring that customers are fully leveraging the platform’s capabilities.
• Mixpanel experience is a plus

Characteristics 

• Visionary, with a creative test-and-learn mindset, continuously driving innovation and growth.
• Proven experience (5+ years) in customer success, account management, or related roles, preferably within SaaS or dental/healthcare technology.
• Demonstrated experience in managing customer success teams and optimising customer journeys.
• Strong leadership skills with the ability to inspire, coach, and develop a team to meet and exceed goals.
• Analytical mindset, able to use data to inform decisions and strategies, with proficiency in customer success platforms and CRM tools.
• Excellent communication and interpersonal skills, with a customer-first mindset and a proven track record of building long-lasting client relationships.
• A proactive approach to problem-solving and the ability to work cross-functionally with product, marketing, and sales teams.
• Familiarity with the dental industry and knowledge of dental practice management software is a plus.

What We Provide

• Remuneration based on experience and achievements.
• Continuous personal and professional development with early opportunities in a rapidly expanding organisation providing innovative solutions to dentists and their patients.
• Empowerment to contribute to core company decisions.
• Collaboration with a passionate, talented, and motivated group of individuals.