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Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.
At Practice-Web and ThriveCloud, part of the Fullsteam organization, we are committed to revolutionizing dental practice management through cutting-edge software solutions. As a Customer Success Manager, you will have the opportunity to make a meaningful impact by ensuring our clients achieve their goals and thrive in their practice operations. Join a supportive and collaborative team where your contributions will be valued and celebrated.
Job Summary:
We are seeking a dynamic and proactive Customer Success Manager to join our team at Practice-Web and ThriveCloud. As part of our customer-focused organization, you will play a key role in ensuring our clients achieve success by leveraging our innovative dental software solutions. This role blends relationship management, problem-solving, and content creation to drive client satisfaction and engagement.
Responsibilities:
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Client Relationship Management:
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Regularly reach out to clients as part of our Customer Success Program to build strong, long-term relationships.
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Conduct regular check-ins to help clients envision and achieve their desired outcomes using our dental software solutions.
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Work closely with sales, support, and development teams to ensure seamless onboarding, training, and ongoing support for clients.
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Serve as the client’s advocate by communicating their needs and feedback to the internal team.
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Identify and resolve dental client issues, including those related to price actions and payment processing service (DentiPay), ensuring their concerns are addressed swiftly and effectively.
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Client Enablement and Education:
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Develop and deliver engaging educational materials, such as guides, tutorials, videos, webinars, and FAQs, to help clients maximize the value of the software and payment processing service (DentiPay).
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Create and distribute product release announcements that inform clients of the latest features and functionalities, emphasizing their benefits and use cases.
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Revise and enhance email templates for effective client engagement.
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Make high alert or hot fix announcements to clients regarding the products.
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Collaborate with the marketing team to ensure consistent messaging across all client communications.
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Customer Success Metrics:
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Track and analyze client success metrics to identify trends, measure satisfaction, and refine strategies.
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Report on client feedback, success stories, and challenges to inform continuous improvement efforts.
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Determine any reasons for customer churn and coordinate prevention plan for the same.
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Subject Matter Expertise:
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Continuously expand your knowledge of Practice-Web, ThriveCloud, and payment processing (DentiPay) software to become a trusted subject matter expert for our clients and internal teams.
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Serve as a key resource for the sales, support, and development teams by providing insights, feedback, and solutions based on your deep understanding of the software and client needs.
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Stay updated on industry trends to identify and communicate new opportunities for client success.
Qualifications:
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Experience and Skills:
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Proven experience in a Customer Success role with a SaaS (Software as a Service) company, with a track record of driving client engagement and satisfaction.
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Strong content creation skills, including experience in developing digital materials like guides, videos, and presentations.
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Excellent interpersonal and communication skills, both written and verbal, with a customer-first mindset.
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Exceptional organizational and time management skills to handle multiple client interactions and projects simultaneously.
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Knowledge and Background:
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Familiarity with the healthcare or dental industry is a plus, but not required.
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Technical proficiency and the ability to learn and communicate the features and benefits of complex software solutions.
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Understanding of client lifecycle management and success metrics in SaaS.
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Education:
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Bachelor’s degree in business, marketing, communications, or a related field is preferred.
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Personal Attributes:
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Self-starter with the ability to work independently and collaboratively in a remote work environment.
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Strong problem-solving abilities and a proactive approach to identifying and addressing client needs.
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High attention to detail and commitment to delivering exceptional client experiences.
Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.
