{"id":3901167,"url":"https://alion.io/job/deep-end-talent-customer-success-manager","title":"Customer Success Manager","company":{"id":4416871,"name":"Deep End Talent","domain":"deependstrategies.com","url":"https://alion.io/company/deependstrategies","size_band":"201-500","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-11-07T00:33:20Z","employer_posted_date":"2026-11-07","last_verified_at":"2026-11-15T03:18:24Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Our client, Incisive, is growing again!\nAbout Incisive\nIncisive is building a better model for restorative dentistry. Independent practices are under pressure: lab consolidation is accelerating, digital dentistry has arrived but most practices are only halfway there, and building a complete workflow alone is expensive, slow, and isolating.\nWe solve that through one partnership: curated labs matched to specific case types, no-cost digital equipment, a portal to track every case and manage every invoice in one place, and a clinical support team to help. More than 650 doctors nationwide trust us, we retain over 95% of them year over year, and we’re growing fast. If you have high standards and want to do work that compounds, you’ll fit right in.\nAbout the Role\nThe Customer Success Manager is responsible for helping Incisive customers successfully ramp, maximize their participation in the Incisive network, and continue growing over time.\nThe CSM will own a portfolio of active practices and serve as a strategic partner to practice owners and their teams. This includes helping new accounts move quickly from signing to meaningful utilization, monitoring account performance, identifying opportunities for growth, and intervening when accounts are at risk.\nThis is a commercially minded Customer Success role. Success will be measured not only by customer satisfaction, but also by utilization, retention, account growth, and the ability to help customers realize increasing value from their relationship with Incisive.\nThis is also the first dedicated Customer Success Manager role at Incisive. There is no established playbook yet, and we are looking for a builder: someone who works hard, operates well without a template, and will help build the foundational playbook this function runs on as we scale.\nKey Responsibilities\nOnboarding & Ramp\nServe as the main point of contact for group practice onboardings, coordinating across locations, stakeholders, and internal teams\nEstablish clear 30, 60, and 90-day ramp goals\nMonitor new account activity and intervene quickly when utilization is below expectations\nHelp practices incorporate Incisive into their existing restorative and digital workflows\nCoordinate with internal teams to address implementation, lab, product, or service barriers\nEnsure customers understand the opportunities available through the Incisive network\nRetention & At-Risk Accounts\nMonitor account health and identify early warning signs of customer risk\nProactively address underutilization, dissatisfaction, service issues, or other barriers\nDevelop account-specific strategies to recover declining accounts\nLead customer save conversations, escalating significant risks when appropriate\nDocument reasons for churn, declining utilization, and customer dissatisfaction\nPartner with leadership and other teams to resolve recurring customer issues\nRevenue Growth & Wallet Share\nOwn an assigned portfolio of active customer accounts\nIncrease utilization and help practices meet or exceed expected lab commitments\nDrive adoption of additional product categories and services relevant to each practice\nManage straightforward account expansions and partner with leadership or Sales on larger opportunities\nConduct regular account reviews focused on performance, opportunities, and next steps\nTrack expansion opportunities and follow through consistently\nShare successful approaches and customer insights to strengthen Incisive’s expansion playbook\nOperations & Feedback\nMaintain accurate account information, activity, risks, and opportunities in the CRM\nDevelop and execute new Customer Success playbooks\nProvide feedback on processes and help improve Customer Success tools and resources\nShare customer feedback and market insights with Product, Sales, Operations, and leadership\nWhat We’re Looking For\nDental industry experience is required\n4+ years of experience in customer success, account management, sales, or another customer-facing role\nExperience managing a portfolio of customer accounts\nDemonstrated ability to develop lasting customer relationships\nExperience addressing dissatisfied or at-risk customers\nAbility to identify and pursue account growth opportunities\nComfortable using data and performance metrics to guide customer conversations\nHighly organized and able to manage multiple accounts and priorities\nComfortable working independently in a growing company where processes continue to evolve\nExcellent written and verbal communication skills\nEntrepreneurial and comfortable with ambiguity.\nWhy Incisive\nRemote-First: Work from anywhere with flexibility to manage your schedule\nUnlimited PTO: We trust you to balance work and life without counting days\nGrowth Opportunity: As an early team member, you'll have opportunities to shape our company and advance as we scale\nCulture: Small, fast-growing team that works hard and has fun along the way\nModern Tools: Latest technology and systems to do your job effectively\nCompetitive Compensation: Base salary plus target bonus and stock options","description_format":"text","description_chars":5044,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Stock options","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Human Resources","Payroll 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