Senior Customer Solutions Manager

Senior Customer Solutions Manager
On-site | Vancouver Office – 675 W Hastings St.

About EviSmart
EviSmart is a global leader in AI-powered dental workflow automation and CAD design outsourcing. Trusted in 26+ countries, our mission is to make dental care smarter, faster, and better — and we're doing it through powerful software that connects dentists, labs, and manufacturers like never before.

We're looking for a Senior Customer Solutions Manager who can serve as a trusted advisor to our clients, confidently navigate technical conversations, and translate complex AI and platform capabilities into language anyone can understand. You'll be a hands-on builder who creates the processes and playbooks that help customers succeed — and you'll do it with urgency, empathy, and clarity.

What You'll Do

Be the Trusted Expert & Escalation Point

• Serve as the go-to resource for complex customer challenges, stepping in to de-escalate issues and find solutions
• Break down big, messy problems into clear, actionable steps — and move fast to resolve them
• Build deep, trusted relationships with clients who rely on you for insight, guidance, and problem-solving
• Handle sensitive conversations with confidence and empathy, turning frustrated customers into loyal advocates

Translate Tech Into Plain Language

• Deeply understand EviSmart's AI capabilities, data mapping processes, and backend architecture
• Explain technical concepts — AI workflows, data mapping, integrations, platform functionality — in clear, simple terms for non-technical audiences (including customers who've never heard of data mapping before)
• Bridge the gap between engineering teams and customers, ensuring everyone's on the same page
• Help customers understand why things like clean data and proper mapping matter to their success

Drive Strategic Customer Outcomes

• Guide customers through onboarding with a sense of urgency, helping them unlock the full potential of EviSmart's platform quickly
• Conduct gap analyses to identify opportunities for custom development and process improvement
• Define requirements and partner with product/engineering to deliver solutions that hit the mark
• Build and iterate on processes, playbooks, and workflows that make customer success repeatable and scalable

Shape How We Talk About EviSmart

• Join pre-sales conversations as the solutions expert, framing our capabilities in ways that resonate
• Craft clear, compelling narratives that connect technical possibilities to real business value
• Represent the customer voice internally, influencing how we build and improve our product

What We're Looking For

• Bachelor's degree in Business, IT, Computer Science, Engineering, or a related field
• 5+ years in a client-facing solutions role (Solutions Consultant, Senior CSM, Implementation Manager, or similar) — SaaS experience strongly preferred
• Solid understanding of AI/ML concepts and comfort discussing AI capabilities with customers and internal teams
• Technical aptitude — you understand how platforms, APIs, data mapping, and backend systems work (no coding required, but you need to get it and explain it)
• Exceptional communication and customer service skills — you can take complex, technical ideas and make them simple and relatable for any audience, especially those encountering concepts like data mapping for the first time
• Proven experience handling escalations and navigating difficult customer conversations with patience and urgency
• Strong background in gap analysis, requirements definition, and managing post-implementation projects
• Hands-on builder mentality — you're comfortable creating processes, playbooks, and workflows from scratch and iterating on them as needs evolve
• A strong sense of urgency — you move quickly, prioritize what matters, and get things done
• Proficiency with process mapping tools (Visio, Lucidchart, Miro) and familiarity with Agile methodologies
• Willingness to travel to customer sites as needed

Why Join Us?

• Make Real Impact: Help dental professionals worldwide transform how they work
• High Visibility: Own key relationships and directly influence product direction
• Collaborative Culture: Work with a global team that values curiosity, urgency, and customer obsession
• Perks That Matter: Competitive salary, bonuses, comprehensive health & life insurance, 4+ weeks PTO, and career development support

Ready to be the person clients trust and teams rely on?
Apply now.