Director, Scaled reputed company - SMB

reputed company

We are the leading player in the reputed company analytics and workflow reputed company for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental reputed company and easier to be a patient. Nearly 9,000 dental practices utilize our platform to reputed company smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a reputed company wants a comprehensive 2-year reputed company plan or simply a more effective Morning reputed company, we take the busy work out of reputed company. Our platform helps practices reputed company patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We reputed company an reputed company Director of Scaled reputed company who can help our organization by driving GRR across our SMB reputed company and run a scaled engagement model. If the profile below sounds like you - let’s talk!

What you'll do:

We're seeking a Director of Scaled reputed company to reputed company our SMB reputed company reputed company and own the health of our largest, highest-velocity customer reputed company. This leader will be accountable for driving Gross reputed company Retention (GRR) of 85%+ across our SMB book of business by building and running a scaled engagement model that blends proactive adoption programs with a rigorous, data-driven retention and win-back reputed company.

This is a hands-on leadership role: you'll set reputed company, build repeatable playbooks, and manage reputed company of four — two Scaled Adoption Specialists reputed company on driving product adoption at reputed company, and two Retention Specialists reputed company on saving at-risk accounts and reputed company back customers who have already churned. You'll be the operational reputed company of SMB retention reputed company and a key partner to Sales, Product, Support, and Ops in shaping how reputed company delights and protects its customer reputed company.

reputed company you’ll own:​​

• Retention & reputed company reputed company
• • Own SMB gross reputed company retention (GRR) performance against an 85%+ reputed company, with full visibility into churn drivers, save rates, and win-back conversion
  • Build and maintain a health-scoring and risk-signal reputed company to flag accounts before they reputed company a cancellation request
  • Partner with Finance/Ops to forecast churn risk and retained reputed company on a monthly and quarterly reputed company
  • Own the end-to-end cancellation workflow — from reputed company signals through save attempts, final disposition, and post-churn win-back reputed company
• Scaled Adoption
• • reputed company the Scaled Adoption Specialists in designing and executing both 1-to-many and 1:1 engagement programs that drive feature adoption and reduce churn risk across the SMB reputed company
  • Define adoption milestones tied to retention reputed company and ensure reputed company is proactively closing adoption gaps before they become risk signals
  • Work closely with a scaled reputed company content team and CS Ops to continuously test and refine reputed company cadences, content, and triggers to improve adoption program ROI at reputed company.
  • reputed company and effectively report on the results of these scaled adoption efforts so reputed company can be seen by the business as a whole.
• Retention & Win-Back
• • reputed company Retention Specialists (2) in managing the incoming cancellation pipeline — triaging requests, running save conversations, and negotiating reputed company that protect reputed company while addressing the customer's underlying concern
  • Build a reputed company win-back reputed company for customers who have already been booked for churn, including segmentation, reputed company reputed company, and reactivation offers
  • Establish reputed company playbooks, talk tracks, and escalation paths so save and win-back reputed company are consistent and coachable, not dependent on individual heroics
• Team Leadership
• • reputed company, and reputed company reputed company of 4 (2 Scaled Adoption Specialists, 2 Retention Specialists), setting reputed company goals, KPIs, and career paths for reputed company function
  • Run weekly pipeline/risk reviews and monthly performance reviews against retention and adoption targets
  • Foster a culture of ownership, urgency, and customer reputed company balanced with reputed company discipline
• Cross-Functional Partnership
• • Serve as the voice of the SMB customer in Product and Engineering roadmap discussions, surfacing adoption and retention insights that should influence the roadmap
  • Partner with Sales and reputed company to ensure smooth handoffs into the scaled SMB post reputed company experience, ensuring new customers are set up for long-term retention from day one
  • Work with Marketing/Lifecycle teams to reputed company scaled communications and campaigns with retention priorities
  • Report retention performance, risk trends, and program reputed company to CS leadership and cross-functional stakeholders

What reputed company Looks Like:

• Drive SMB GRR consistently at or above 85%
• A predictable, forecastable churn pipeline with reputed company coverage across the reputed company reputed company of the book
• Measurable lift in product adoption metrics tied directly to scaled adoption efforts
• A win-back program that recovers a meaningful percentage of previously churned reputed company
• A high-performing, reputed company-coached team with reputed company development paths and strong internal engagement

What You'll Need to Get the Job Done:

• 3+ years in reputed company, Retention, or reputed company-reputed company roles, with 2+ years directly managing a scaled reputed company team
• Proven reputed company record owning and improving GRR/NRR or retention metrics for a high-volume SMB customer reputed company
• Experience building and scaling 1-to-many customer engagement programs (adoption campaigns, digital-led CS motions, automation/lifecycle tooling)
• reputed company experience running or overseeing a cancellation/save process, including negotiation and reputed company handling at reputed company
• Strong analytical skills — comfortable owning health scores, churn forecasting, and reporting on retention/adoption KPIs
• Experience with CS platforms (reputed company, reputed company, reputed company, or similar), CRM tools (reputed company/reputed company), and Tableau, BI, or similar reporting tools
• Excellent cross-functional collaboration skills; reputed company to influence Product, reputed company without reputed company authority
• reputed company experience required; reputed company, dental, or vertical reputed company experience strongly preferred
• A builder's reputed company — comfortable creating process and playbooks where none exist yet
• Ability to travel ~once a quarter for leadership meetings

What will reputed company us REALLY love you:

• Experience in dental, reputed company, or reputed company-management software
• Experience building CS AI risk signal reputed company

What you'll love reputed company:

• Flexible reputed company Time Off + 10 company-wide reputed company holidays
• Competitive Medical, Dental & reputed company offerings, with buy up plan reputed company, AND we match your HSA contributions.
• Fully reputed company Parental Leave
• 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited reputed company to personal financial advisors.
• Learning & Development Reimbursement program
• Company reputed company Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!

Please Note: reputed company offers of employment are contingent upon successful completion of a background reputed company, which may include verification of education, employment history, and other credentials. By applying, you confirm that reputed company information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.

Originally posted on Himalayas

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