Lead, Customer Success

EviSmart is the operating system for dental laboratories — delivering CAD Design Services, Lab Management Software, and Workflow Automation to thousands of customers across 28 countries.

We're hiring a function-founding Customer Success leader to own the entire post-sales experience and build CS into a true revenue engine. This is a builder role — you'll design the playbooks, prove them yourself, then scale the team to run them.

Your mandate: Transform a support-focused CS function into a revenue-driving organization, dramatically improving Net Revenue Retention.

Drive Expansion Revenue

• Build and execute cross-sell and upsell playbooks across our product suite
• Identify expansion triggers using usage data, workflow signals, and predictive analytics
• Transform QBRs from check-ins into strategic growth conversations

Own Retention

• Build customer health scoring from scratch — define inputs, weight signals, create actionable risk tiers
• Develop intervention and save playbooks for at-risk accounts
• Monitor contraction indicators and drive proactive re-engagement

Optimize Onboarding

• Define "Time to First Value" metrics for each product line
• Build segmented onboarding journeys for enterprise, SMB, and practice segments
• Establish Sales-to-CS handoff processes that set customers up for long-term success

Build & Lead the Team

• Design the CSM org from scratch: Strategic, Growth, and Scale segments with quota accountability
• Lead CS, Support, and Technical Integration across global offices
• Run weekly pipeline reviews with the same rigor as a sales org
• Be the first CSM if needed — carry accounts yourself to prove the model

Enforce Execution Standards

• Develop playbooks for all post-sales motions and roll them out with structured training and certification
• Measure effectiveness, iterate quickly, and hold people accountable
• Partner cross-functionally with RevOps, Product, Engineering, Marketing, and Sales

Must Have

• 5–7+ years managing CSM organizations with direct reports in B2B SaaS
• Proven NRR/GRR improvement track record with specific, quantifiable results
• Experience building health scoring and trigger-based expansion programs from scratch
• Have carried quota yourself or managed quota-carrying CSMs
• HubSpot CRM proficiency (hands-on)
• Track record of developing playbooks AND enforcing them with commercial rigor

Preferred

• Experience scaling through hypergrowth at a previous company
• Multi-product or services + SaaS hybrid experience
• Vertical SaaS experience (dental, healthcare, manufacturing, or similar)

• Lead from the front — never ask your team to do what you haven't done yourself
• Courageous — have hard conversations, give direct feedback, make tough calls
• Disciplined — follow through relentlessly, hold yourself and others to high standards
• Commercially oriented — CS is a revenue function, not a cost center
• Builder mentality — energized by creating from scratch, not overwhelmed by ambiguity

• Ownership — build Customer Success from the ground up
• Impact — board-level priority with direct line to company growth
• Global reach — lead teams across multiple international offices
• Challenge — a unique services + software model across global markets
• Support — strong partnership with RevOps, Product, Engineering, and the executive team

Apply today @ Evismart Careers