Manager, Enterprise Customer Success

Chesterbrook, PA

As a Manager, Enterprise Customer Success, you will be responsible for leading a team of Customer Success Managers who partner with our largest enterprise clients, specifically focusing on Dental Support Organizations (DSOs). 

The ideal candidate will have a proven track record of successful sales leadership, strategic negotiation, and a relentless drive to push projects forward through complex organizational structures. You will be instrumental in enabling your team to manage their portfolio of high-value accounts, ensuring they drive significant location expansion within DSOs and upsell groups to leverage our integration features for deeper product adoption and revenue growth. In addition to guiding your team, you will be a customer-facing leader, personally engaging with key accounts to ensure their long-term success.

This position will report directly to the Senior Director of Customer Success.

This position offers a base salary of $135,000, a variable compensation package of $44,500, and company equity.

The Day-to-Day

Your primary focus is to lead your team to drive location expansion within DSOs and upsell groups to integration features while upskilling the CSMs' strategic account management skills. Your work will include a mix of one-on-one team coaching, direct customer engagement, and strategic initiatives to expand our footprint within key accounts. This includes (but is not limited to):

  • Proactively identify and engage with key stakeholders within your team's portfolio to accelerate opportunities for location expansion within DSOs and integration feature upsells, personally driving complex deals to a close.
  • Conduct and guide your team through high-stakes negotiations, focusing on contractual agreements for multi-location rollouts and skillfully handling complex objections to drive deals to a close.
  • Coach, mentor, and develop a team of Customer Success Managers, specifically enhancing their strategic account management skills to meet and exceed their individual and team-based revenue and retention goals.
  • Participate in and guide your team in preparing and delivering effective, data-driven ROI Reviews that not only demonstrate ROI but also strategically position future location expansion and integration upsell opportunities.
  • Serve as a trusted advisor to enterprise clients, channeling the voice of the customer (especially DSOs) to internal teams to drive product innovation and influence our roadmap, particularly around integration features.
  • Work seamlessly with Sales, Legal, Product, and Engineering teams to close deals, overcome technical roadblocks, and ensure a smooth customer journey from initial sale to long-term location expansion.
  • This position requires frequent travel, with an expectation of 1-2 trips per quarter to engage with key customers (DSOs) and attend industry events.

To Be Successful

Do these things sound like you? Yes? Good — you’re well on your way to being a successful Manager of CS with us!

  • Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
  • You have a proven track record of exceeding sales targets and driving growth within an enterprise portfolio, ideally in the healthcare or DSO space.
  • You are an expert negotiator with the ability to handle complex objections and coach a team to do the same, particularly around multi-site or multi-feature contracts.
  • You are a resilient and resourceful problem-solver, adept at navigating large customer organizations to push projects forward, especially concerning multi-location rollouts.
  • You show empathy and genuine care for customer concerns.
  • You are a quick learner who can understand complex products, including technical integration features.
  • You're a resourceful and solution-oriented problem-solver who can guide a team through roadblocks.
  • You're a team player who collaborates effectively.
  • You are comfortable using CRM software.
  • You are legally authorized to work permanently in the US without employer sponsorship.
  • And you have a bachelor’s degree in anything. We mean it! Business, History, Cooking (actually, that could be incredibly useful) … anything.

To Thrive

We’re a curious, courageous, and values-driven team that leads with empathy — and if the following things sound like you, you won’t just settle in. You’ll thrive with us.

  • You’re a self-starter with the ability to “figure it out” but not afraid to ask questions.
  • You’re energized by ambitious goals and love pushing the boundaries of what’s possible for your team, particularly for aggressive location expansion targets.
  • You are curious and comfortable with self-solutioning, with the confidence to seek answers and ask for help when needed.
  • You are eager to engage with our customers, picking up the phone to address concerns and discover roadblocks live.
  • You are passionate about both individual and team success and are ready to lift a team member up.
  • You have previous experience in a B2B SaaS environment, preferably in a B2B2C model servicing multi-site organizations like DSOs.
  • You are familiar with customer success metrics and KPIs (e.g., NPS, CSAT, retention rates) and how to coach a team to improve them, with a focus on adoption across locations.
  • You understand common SaaS pricing models and enterprise contract structures, especially those relating to per-location/per-user pricing and feature tiers.
  • Proficiency in data analysis or customer experience software is a plus.
  • You like to test, tweak, and try again. At Clerri, we’re all about failing fast and learning faster.
  • No stranger to playing hard and working harder while treating others with respect and dignity.

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