- Expérience
- 3 ans et plus
- Salaire
- CAD 75,000 – CAD 100,000 / year
- Ouvertures
- 1
- Publié
- il y a 4 jours
- Mode de travail
- Travaillez à domicile
- CV
- Candidature requise
Description de l'emploi
About Peerlogic
Peerlogic is innovating communication within dental organizations using conversational AI. Our platform serves Dental Service Organizations (DSOs) by enhancing patient experiences, boosting revenue, lowering administrative challenges, and providing actionable insights from every patient interaction.
Role Overview
We seek an Enterprise Customer Success Manager to handle a portfolio worth approximately CAD $1.5 million in Annual Recurring Revenue from enterprise DSOs. This role requires establishing strategic partnerships and acting as a trusted advisor to executive stakeholders, driving quick product adoption, measurable ROI, and customer retention.
Key Responsibilities
- Manage enterprise DSO customers with ~$1.5M ARR.
- Develop strong executive and regional leader relationships.
- Ensure customer adoption and tangible business outcomes.
- Lead Executive Business Reviews (QBRs) and success planning.
- Oversee renewal strategies and their execution.
- Identify growth opportunities and collaborate with Sales for account expansion.
- Advocate customer needs internally and ensure departmental accountability.
- Guide onboarding for successful implementations and swift value realization.
- Handle complex challenges and escalate resolutions effectively.
- Monitor customer health proactively to minimize churn risk.
- Keep customer data, forecasts, and plans updated within Twenty CRM.
Success Metrics
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer Adoption Rates
- Customer Satisfaction (CSAT)
Expected Outcomes After One Year
- Achieve or surpass GRR targets reliably.
- Maintain strong NRR via renewals and expansions.
- Promote high product adoption among enterprise clients.
- Attain excellent CSAT scores and manage escalations proficiently.
- Be recognized as a trusted executive advisor.
- Build a predictable renewal pipeline with minimal risks.
- Forge effective cross-functional partnerships.
Candidate Qualifications
- At least 3 years experience in Customer Success in SaaS.
- Proven management of enterprise customer relationships.
- Background in Dental Service Organizations or dental tech preferred.
- Track record of customer renewal ownership.
- Success in improving retention and adoption.
- Experience leading Executive Business Reviews.
- Strong executive communication and presentation prowess.
- Adept at navigating complex stakeholder landscapes.
- Comfortable in fast-paced startup ecosystems working cross-functionally.
Desirable Skills
- Experience with healthcare technology.
- Familiarity with AI or SaaS platforms.
- Knowledge of CRM systems and customer health scoring.
- Handling multi-location enterprise clients.
Technology Stack
- Twenty CRM
- Zammad
- Slack
- Google Workspace
Work Conditions and Benefits
- Fully remote role based in Canada with limited travel requirements.
- Competitive base salary of CAD $75,000.
- On-target earnings up to CAD $100,000 including performance bonus.
- Equity participation opportunity.
- Remote-first culture.
- Chance to contribute to a rapidly growing AI company in dental health.