CSM

Company Description:

CareStack is a complete cloud-based dental software solution for scheduling, clinical,

billing, patient engagement, and reporting needs of dental offices. With features for

centralisation, automation, and analytics, CareStackTM enables dental organisations to

achieve scale.

Role Description

This is a full-time role for Customer Success Manager at CareStackTM. The role

demands a product led mindset to nurture customers and partner them in their growth

journey. Assessing the needs and wants of customers and driving the product roadmap

to meet customer expectations.

Responsibilities

● Responsible for customer health, user satisfaction, overall growth and churn prevention

due to unfulfilled expectation

● Continuous monitoring of feature adoption across customers ensuring higher degree of

stickiness and maximizing the benefits in the product

● Drive product initiatives for higher feature adoption. Periodic webinars for new releases

and presenting the newly launched solutions

● Be a customer advocate and drive product roadmap for ensuring evolving needs are

being addressed.

● Constant monitoring of customer usage to understand areas they need assistance and

training to improve adoption

● Evangelize the customer adoption and success stories within the larger product org

● Constantly meet with the larger product org to present challenges faced by the

customers

● Review the product roadmap to ensure tactical customer pain points are addressed in a

timely manner.

● Coordinate with Sales and Onboarding teams to drive customer success from the start of

their journey in Carestack

● Program manage beta programs for new features to take feedback

● Manage and own feature discovery and coordinate with Product Management teams for

the final solution and validation

● Responsible for overall feature usability and eligibility criteria for releasing features to

customer

Required Skills / Experience

● Understand customer pain points and translate them into objective problems

● Identify the right problems and prioritize

● Deep understanding of product development life cycle

● Understanding of Product management tools, processes and ceremonies

● Past experience of product management and customer management

● Experience of dental domain and dental Practice management systems

● Coordination and stakeholder management

● Experience in working with development & engineering teams