Customer Success Manager

Location: The Customer Success Manager is a hybrid or remote position based in the U.S. reporting directly into our Santa Barbara office.

At Zyris, we believe positive dental experiences are completely achievable, but too many people have a history of the opposite. Our mission is to radically improve the dental experience for the patient and clinician. We create tools that make dentistry safer, more effective, and comfortable. We actively collaborate with the dental community to bring more value to clinicians and to help dental practices thrive.

The Customer Success Team plays a vital role in setting the tone for long-term business relationships, serving as an approachable, upbeat, and solutions-oriented contact for our customers. Together, the Customer Success Specialists (CSS) and Customer Success Managers (CSM), work in partnership to engage our customers in onboarding, driving adoption, and inspiring Expansion opportunities.

The Customer Success Manager (CSM) is is an ideal position for motivated individuals with an interest in being technology evangelists and promoters of modernizing the practice of dentistry. To be successful, you will have the ability to build relationships and generate customer engagement. You will be an integral member of the Customer Success team, will partner with other Zyris teams as we serve our customers, and will find encouragement and support as you grow your own skills and capabilities.

Here’s how you will contribute to the team as a CSM:

As a Customer Success Manager (CSM) you will engage with our customers during three key stages of their lifecycle -- Onboarding, Adoption, and Expansion -- serving as the bridge between Sales and our Customers’ success. Lifetime happiness, retention, and growth for our customers are the main objectives of the CSM role.

You will drive Customer Onboarding via one-on-one, group, and on-demand training sessions, guiding the customer through setup, configuration and usage, key product features, and answering ad hoc questions. You will also engage with Customers throughout their journey to drive Adoption via on-going outreach, training, building relationships, technical product support (including RMA process), and sharing best practices. And finally, you will facilitate Expansion with our clients by encouraging them to increase their investment with Zyris by sharing value stories, new use-cases, and introductions to additional product offerings. Properly documenting contact and communication efforts will be key in tracking the success of our customers and improving Zyris processes.

An understanding of each customer’s business goals and objectives is critical. Developing a strong rapport and serving as a trusted advisor will ensure our customers’ success and will be key in establishing loyal and lasting relationships with Zyris.

What we are looking for:

• Exceptional ability to communicate and foster positive business relationships
• Proven capability to excel in a fast paced, dynamic environment, staying focused under pressure
• Success in solving complex problems with strong listening and analytical skills
• Strong commitment to the success of others, including customers and internal teams
• Natural and at ease while collaborating via multiple remote technologies (video, phone, email, text)
• Strong curiosity, technical aptitude, and continuous desire to learn

Qualifications (Knowledge and Experience required):

• Minimum of four years chairside experience in dentistry or with a dental product/service provider, OR in designing and delivering effective dental education / training programs, OR in a Customer Success Manager role (preferably in the medical device field)
• Experience engaging in multiple projects efficiently, with a proven track record of organizing and prioritizing competing initiatives, including project planning tools, Microsoft products, Slack and other collaboration tools; experience with Microsoft Dynamics 365 a plus
• Demonstrated skills in building trust with customers, using empathy and experience to solve their most challenging issues on the path to success with company products
• Bi-lingual (Spanish), a plus
• Bachelor’s degree preferred

Even if you don’t meet each requirement, we encourage you to apply. Your skills and experience can be used as assets in many ways that are relevant beyond this list of qualifications.

Benefits

Wellness of body, mind, and wallet

• Medical, dental and vision insurance: 100% coverage for you, 75% coverage for your dependents
• 401(k) plan (dollar for dollar match, up to 4% of your salary)
• EAP and other wellness benefits to support your physical and mental well-being

Time to recharge and contribute

• Take the time you need to rest and recharge, there are no preset limits
• Time off to volunteer and contribute to the community

Investing in your growth

• Professional development tailored to your needs
• The time and space to learn, prioritized at all levels of the company
• Access to multiple online learning platforms 

But that’s not all

• Life Insurance, short-term and long-term disability benefits
• Access to lots of joy and laughter

More About Zyris

We’re a family business that was dreamt up over a holiday dinner by a dentist, an industrial designer, and an accountant. The dentist complained of physical strain and visibility challenges, and after much brainstorming and experimenting, the alternative isolation category was born in 2001. As a result, over 100 million dental procedures at over 15,000 locations have had better outcomes with ease and efficiency. 

Our company culture embodies an entrepreneurial spirit by encouraging employees to speak up and pursue new ideas, with an eye on long-term customer success. We live our core values, while supporting each other and the greater dental community.

Equal Opportunity Employer

We are an equal opportunity employer and believe that diverse perspectives enrich and strengthen our company culture. We encourage and invite all qualified applicants of every background, ability, race, religious creed, color, national origin, ancestry, medical condition, marital status, gender identity or expression (including pregnancy, childbirth, or related medical condition), age, sexual orientation, military or veteran status, political affiliation, and any other protected classification.

Zyris is committed to diversity, equity, and inclusion, both in our hiring practices and in our employee experience. We celebrate differences, and together we have cultivated a respectful environment where everyone can show up authentically. Harassment, racism, and discrimination are never tolerated.