CareStack - Customer Success Manager

Description:

About the Role

We are seeking a highly driven Customer Success Manager to ensure customer satisfaction, product adoption, and long-term retention. The ideal candidate will act as a trusted advisor to customers monitoring usage, identifying needs, and driving adoption of new features while serving as the voice of the customer within the product organization.

Key Responsibilities

- Own customer health, satisfaction, engagement, and retention, ensuring churn prevention and unmet expectations are addressed proactively.

- Monitor feature adoption across customer accounts, increasing product stickiness and maximizing customer value.

- Identify areas of low usage and deliver targeted training or enablement to improve adoption.

- Serve as a customer advocate, ensuring evolving customer needs influence the product roadmap.

- Regularly present customer challenges, insights, and usage trends to the broader product and engineering teams.

- Review the product roadmap to ensure tactical issues and customer pain points are addressed in a timely manner.

- Conduct periodic webinars and sessions to introduce new features, releases, and best practices.

- Evangelize customer success stories and drive adoption initiatives across the organization.

- Collaborate with Sales, Product, and Onboarding teams to ensure seamless customer onboarding and continued success.

- Program-manage beta programs for new features, coordinate customer feedback, and validate usability.

- Manage feature discovery, work with Product Management on final solutions, and ensure features meet usability standards before release.

- Ensure a smooth release process with clear eligibility and readiness criteria for customers.

Required Skills & Experience

- Strong ability to understand customer pain points and translate them into clear, actionable problem statements.

- Ability to identify, prioritize, and address high-impact customer issues.

- Deep understanding of the product development lifecycle, product principles, and user workflows.

- Experience working with product management tools, customer engagement tools, and agile processes.

- Previous experience in customer success, product management, or product-led customer-facing roles.

- Experience working closely with development and engineering teams, translating customer needs into technical requirements.

- Strong stakeholder management and coordination skills across cross-functional teams.

- Experience in the dental domain or Dental Practice Management Systems is highly preferred.

Ideal Candidate Profile

- Customer-centric mindset with strong analytical and problem-solving skills.

- Excellent communication, presentation, and relationship-building abilities.

- Ability to thrive in a fast-paced environment with strong ownership and accountability.