Customer Success Manager

Customer Success Manager at Software of Excellence Henry Schein One (HSOne) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care. Summary The Customer Success Manager helps dental practices get the full value out of Dentally. You’ll guide customers beyond onboarding into confident, long-term adoption of key features, monitor their health and engagement, and step in early when support is needed. This role sits at the center of training, support, and product, ensuring customers stay connected, successful, and excited about the platform. Your work directly strengthens retention, deepens product usage, and builds lasting customer relationships. This is a hybrid role with one to two days per week in our Surrey, BC office (across from Guildford Mall) to support collaboration, alignment, and team innovation. Responsibilities Own the customer journey after onboarding, ensuring practices reach key adoption milestones and consistently realize value. Guide customers through advanced features, workflows, and time‑bound adoption goals that improve efficiency and patient outcomes. Monitor customer health indicators, usage patterns, and feedback to identify early risk and implement tailored recovery plans. Partner with trainers to reinforce workflows and expand customers’ confidence with Dentally’s platform. Work closely with support teams to resolve issues quickly and prevent repeat problems that impact satisfaction or retention. Capture customer insights, share trends with product teams, and advocate to improve the platform experience. Identify opportunities to expand customer value through new modules, add‑ons, or best‑practice recommendations. Qualifications 3+ years in Customer Success Management or a related client‑facing role. Experience interpreting customer data, usage trends, or health scores to guide strategic decisions. Strong communication skills with the ability to influence, coach, and build trust with customers and internal teams. Proven ability to diagnose adoption challenges, address root causes, and drive corrective action. Comfortable learning technical features and explaining workflows in user‑friendly terms. Experience working cross‑functionally with support, product, or sales teams in a fast‑paced environment. Knowledge of dental, healthcare, or SaaS environments is an asset but not required. We strive to make our process as simple as possible while still providing opportunities for us to learn about each other. Application Process Intro/screening call with our Recruitment Team Short online behavioral and cognitive assessment via the Predictive Index Virtual Interview with Hiring Manager Onsite panel technical interview At Henry Schein One, hiring is always human first: every application is personally reviewed, every interview is human‑to‑human, and we only use AI tools to support listening and accuracy, never to replace real connection. Compensation and Benefits The posted range for this position is between CAD 88,500 and CAD 107,450 which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc. Our benefits also include: 3% RRSP matching 3-week paid vacation, growing up to 5 weeks with tenure Unlimited paid flex days Paid Birthday off Location: Surrey, British Columbia, Canada #J-18808-Ljbffr