Customer Success Manager - SaaS

Stellenbeschreibung:

Although primarily fully remote, regular planned meet‑ups will take place at our Head Office and through industry events, which you must be happy to attend.

About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI‑driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.

We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world‑class SaaS products.

Culture matters to us. Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies, our culture as an inclusive and forward‑thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone.

What We Do

Tech for good! Our SaaS product Dentally, solves real‑world problems across three core areas.

Clinical ; AI‑powered diagnostics and note‑taking, giving dentists an extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds.

Practice Management - Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging.

Patient Experience - A digital‑first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old‑school phone calls and paper forms.

Our Culture

We are problem solvers, not ticket takers, and we champion creative problem‑solving. Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top‑tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long‑lasting partnerships that drive positive outcomes.

Your Impact

This is not a reactive support role, it’s a strategic Customer Success position at the heart of how we scale impact across dental practices. You’ll work with forward‑thinking customers to unlock measurable value from our Dentally solution, leading meaningful business conversations, shaping adoption strategies, and influencing product innovation through real customer insight. If you’re motivated by driving outcomes (not just activity), and want to build scalable, data‑driven success programs that genuinely improve patient care and operational efficiency, this role offers both impact and ownership.

About You

Proactive, commercially aware Customer Success advocate who thrives on combining relationship‑building with structured, digital‑first execution.
You enjoy leading strategic reviews, spotting growth and retention opportunities through data, and building repeatable success frameworks, not just managing accounts day to day.
You’re energised by customer advocacy and keeping up to date with the latest CS trends through events and shaping best practice at scale.

What You’ll Do

Lead strategic business reviews with customers to align on goals, track progress and demonstrate measurable value through data‑driven insights.
Monitor customer health using dashboards and automated alerts, proactively identifying risks and applying structured retention strategies when needed.
Develop and maintain standardised digital success plans that connect customer goals with product capabilities and provide clear visibility of outcomes over time.
Capture customer sentiment through NPS and feedback loops, using scalable processes to improve the customer experience and strengthen advocacy.
Deliver digital‑first education programs including webinars, presentations, and podcasts to drive product adoption with repeatable, measurable engagement.
Promote best practice adoption and support value added product uptake to maximise operational efficiency and product value.
Collaborate with Product teams by synthesising insights from customer feedback, support trends and Academy learning data to inform in‑product success initiatives.
Activate and scale customer advocacy by identifying and nurturing champions for case studies, references, and community involvement.
Foster peer‑to‑peer learning and share best practices through scalable community channels, supporting customer engagement and self‑service.
Maintain accurate CRM records to ensure data integrity, actionable insights and reliable reporting across the customer lifecycle.
Analyse Academy engagement trends and collaborate cross functionally to improve customer outcomes using standardised reporting processes.
Attend trade shows or events as required.

What You’ll Bring With You

Previous experience within Customer Success with proven impact across key CS metrics
Clear, confident communication skills, able to build trust, lead strategic conversations, and deliver engaging sessions.
A collaborative, customer‑centric mindset, working effectively with cross‑functional teams to champion customer outcomes.
Experience with webinar or digital‑education platforms (e.g., Zoom, HubSpot Academy, Articulate)
Preferred but not essential: Customer Success certifications (CCSM, Success HACKER, Gainsight, Cisco/TSIA)
Preferred but not essential: Healthcare or dental industry experience

Diversity

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal‑opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.