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Director of Customer Success, SMB

OverjetUnited States, RemoteSales & Marketing
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
1 May 2026
Status
Open · checked 7d ago

About this role

Overjet is looking for a Director of Customer Success, SMB to lead and expand its customer success operations across the United States on a remote basis. This leadership role suits an experienced customer success professional with a background in the dental industry who wants to drive growth and platform adoption for dental practice clients.

Role Overview

As the Director of Customer Success, SMB at Overjet, you will play a crucial role in shaping the customer success function for the company's small and medium-sized business segment. You will be responsible for defining engagement strategies, managing a team of customer success managers, and meeting retention and revenue targets. Your work will directly help dental providers get the maximum value out of an industry-leading artificial intelligence platform.

Key Responsibilities

Meet and exceed monthly and quarterly goals regarding net revenue retention, churn reduction, and expansion revenue.
Hire, train, mentor, and direct a high-performing team of customer success managers while cultivating a collaborative culture.
Create comprehensive customer success strategies, segmentation approaches, lifecycle stages, and risk mitigation frameworks.
Supervise the post-sale customer journey from onboarding and activation through renewal and expansion.
Track customer health scores, monitor key metrics, analyze data, and coordinate proactive outreach for at-risk accounts.
Form strong relationships with key dental professionals and organizations to understand feedback and improve customer satisfaction.
Coordinate with sales, product management, and marketing teams to align strategies and share the voice of the customer.
Deliver accurate retention forecasts, health score reports, and pipeline presentations to senior management.

Requirements

A minimum of 5 years of professional experience in customer success or account management.
At least 2 years of prior experience working in a managerial role.
At least 2 years of direct work experience with dental practices or dental support organizations along with a solid grasp of dental industry dynamics.
Demonstrated ability to build and execute successful customer success strategies, onboarding frameworks, and lifecycle engagement models.
Exceptional communication, interpersonal, and analytical skills combined with a results-oriented approach to problem-solving.

Skills and Tools

Leadership and team management
Data analysis and customer health metrics tracking
Strategy development and lifecycle engagement modeling
Proficiency with CRM and customer success software platforms such as Salesforce and Gainsight

Salary and Benefits

Competitive compensation and equity packages
401(k) retirement plan with an employer matching program
Comprehensive medical, dental, and vision coverage featuring 99 percent employee premium coverage and 75 percent dependent premium coverage
Life and AD+D insurance coverage
8 weeks of paid parental leave
Optional health savings account with employer contributions
Flexible time off alongside company-paid holidays
Annual learning and development stipend
Flexible hybrid workplace options with vibrant in-person workspaces

About the Company

Overjet is recognized as a world leader in dental AI, with thousands of providers and insurers utilizing its platform to elevate oral care. The company values excellence, velocity, ownership, and win-win collaboration. Overjet has earned extensive recognition, including placement on Built In's Best Places to Work lists, Fast Company’s Most Innovative Companies in Healthcare, TIME's Best Inventions, and Newsweek’s Most Loved Workplaces.

How to Apply

Interested candidates should visit the official Overjet careers page to submit an application for this remote position.

Questions candidates ask

What is the primary focus of the Director of Customer Success, SMB role?

The role focuses on building out the customer success function for SMB clients, leading a team of managers, and driving retention, adoption, and expansion revenue.

How many years of experience are required for this position?

Candidates must have at least 5 years of total experience in customer success or account management, including a minimum of 2 years in a managerial role.

Is industry-specific experience required?

Yes, applicants must have at least 2 years of experience working with dental practices or dental support organizations and a strong knowledge of dental industry dynamics.

What location is this job based in?

This position is remote within the United States, with optional hybrid workspace hubs available in San Mateo, New York City, Boston, and Salt Lake City.

What software proficiency is expected?

Candidates should be proficient in using CRM and customer success software tools such as Salesforce, Gainsight, or similar platforms.

Ready to apply?

The application is on the official Overjet careers page.

Apply on company site