Director of Customer Success

Responsibilities

• Build the Customer Success function from the ground up, including health scoring, expansion triggers, and onboarding journeys
• Own Net Revenue Retention (NRR) as a core business metric
• Design the CSM organizational structure across Strategic, Growth, and Scale segments
• Transform QBRs into strategic expansion conversations that drive revenue
• Develop customer health scoring signals, risk tiers, and save playbooks
• Define Time to First Value and build efficient onboarding processes
• Establish Sales-to-CS handoff processes
• Partner cross-functionally with RevOps, Product, Engineering, Marketing, and Sales

Requirements

• 8+ years managing CS organizations with direct reports in B2B SaaS
• Proven track record of improving NRR and GRR with quantifiable results
• Experience building health scoring and trigger-based expansion programs from scratch
• Experience carrying quota or managing quota-carrying CSMs
• Hands-on proficiency with HubSpot CRM
• Experience building and enforcing commercial playbooks

Preferred Qualifications

• Experience scaling through hypergrowth
• Multi-product or services plus SaaS hybrid experience
• Vertical SaaS background in dental, healthcare, or manufacturing

About the Company

EviSmart is a global dental industry platform operating in 28 countries, providing a product suite that includes design services, lab management software, and workflow automation. The company is experiencing 145% year-over-year SaaS growth and utilizes in-house AI model research and development.