Head of Customer Success & Expansion
On-site | Vancouver Office — 675 W Hastings St.
Our Mission
Our mission is to amplify human success with AI automation.
In a dental lab, that means technicians spend less time on repetitive casework and more on the complex cases that need real skill, and labs take on volume they used to turn away. We automate the parts of the job nobody wants. We don't pretend that's the whole job.
Our vision is to become the operating system of the dental industry. Not a tool a lab logs into. The system a lab runs on.
The Problem We’re Solving
At 145% year-over-year growth, the install base has outrun the system built to serve it.
The next stage of growth runs through the labs already with us — more modules, deeper into established accounts. That makes how those relationships are managed a commercial question, not a support one.
Today, post-sale teams in Vancouver and Manila handle that work as it arrives: onboarding, renewals, escalations, the daily reality of keeping labs running well. What doesn't exist yet is the layer above them — a single source of truth for retention reporting, health signals with real thresholds, and a root-cause view of what drives account health. So what those teams learn stays inside individual accounts instead of becoming a decision.
Building that layer, and the expansion motion on top of it, is this role.
Why EviSmart
- 300 people. Two hubs: Vancouver HQ and Manila operations.
- 145% year-over-year SaaS growth — the market is responding.
- 28 countries. One platform. The dental industry’s operating system.
- An in-house AI model research and development team building proprietary intelligence.
What You’ll Own
- Establish the number, then hold it. Build the retention baseline: GRR held at ≥95% and health signals with thresholds you define.
- Build the expansion motion from the ground up. Grow the number of product each lab runs with your team.
- Lead the post-sale teams in Vancouver and Manila. Customer success, onboarding and renewals across both offices, running as one system: playbooks, save plays, a defined escalation ladder, coverage model and QBR cadence.
- Get the pattern to product. What customers tell us should reach the roadmap as structured feedback, not stay as support tickets. You own the mechanism that makes that happen.
- Decide, and know where the line is. Yours: how the install base is segmented, where health thresholds sit, what gets escalated and to whom, what a save is worth, and where to concentrate investment across the base.
What You’ll Get
- Direct access to 2,000+ labs, and the authority to act on what they tell you.
- A category-defining problem in a $40B industry where the incumbent software hasn't been rebuilt in a generation.
- Production AI tooling from day one: Claude, Cursor, and LLM-powered workflows built in-house — not a sandbox, not a pilot.
How We Work
We ship before we're 100% certain. We write things down because we have two offices and memory is lossy. We debate loudly and move without resentment. We treat the customer's real problem as more important than an elegant internal process. If you've spent time waiting for permission to try something obvious — you'll notice the difference here immediately.
What We Need
- You've led a customer success, retention or expansion org in B2B SaaS.
- You've owned gross retention and churn as a number you were measured on — not a report you produced.
- You've built an expansion or account management function from scratch.
- You've managed a distributed team across time zones.
- You're commercial and data-fluent.
Also useful, though not required:
- You've built a health scoring or account measurement system where none existed
- You've driven a fix through a team that didn't report to you
- You've managed through a systems migration
- You know dental or CAD workflows.
Apply today @ EviSmart Careers
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