Orthodontic Customer Success Specialist

About CascadEffects

CascadEffects provides Fractional COO services, Virtual Assistant services, and Industry Recruitment for healthcare companies ready to scale with clarity, accountability, and aligned leadership. We're hiring a customer success specialist on behalf of our partner, a fast-growing, high-performance dental laboratory serving leading dental and orthodontic practices across the U.S.

Position Summary

The Customer Success Specialist is responsible for delivering an exceptional customer experience throughout the entire customer journey, from onboarding through ongoing account support. Working closely with the Account Manager, this role serves as a trusted partner to orthodontic practices by ensuring successful account implementation, resolving customer concerns, maintaining strong communication, and identifying opportunities to improve client satisfaction and long-term relationships.

The Customer Success Specialist plays a key role in representing the Company by providing responsive service, proactive communication, and strategic support that strengthens customer loyalty and reinforces the Company's commitment to Quality, Innovation, Consistency, Dependability, and Communication.

Success in this role is measured by customer satisfaction, strong internal partnerships, responsiveness, account retention, effective onboarding, accurate documentation, and the ability to build trusted relationships with customers while supporting the overall growth of the business.

Essential Responsibilities

Customer Success & Relationship Management

• Serve as a primary point of contact for assigned customer accounts, providing timely, professional, and solution-focused support.
• Build and maintain strong relationships with orthodontic practices by understanding their business, clinical needs, and service expectations.
• Partner with Account Managers to ensure customers receive a seamless and positive experience throughout their relationship with the Company.
• Proactively communicate with customers regarding case updates, expectations, timelines, and service offerings.
• Manage customer concerns and work collaboratively with internal teams to resolve issues efficiently.
• Answer incoming customer calls, emails, and voice mails while providing exceptional customer service and timely follow-up.
• Respond to customer questions regarding appliances, Airway 101, treatment workflows, invoices, payments, and general account inquiries.
• Support orthodontic practices with appliance education, troubleshooting, and product-related questions.
• Coordinate and participate in mouth guard clinics and other customer engagement activities to strengthen relationships and promote the Company's products and services.
• Serve as the primary point of contact for international customer accounts, ensuring consistent communication and support.

International Customer Onboarding

• Coordinate and facilitate onboarding for new customer accounts.
• Guide new practices through the onboarding process, ensuring they understand workflows, products, services, and ordering procedures.
• Conduct discovery conversations to understand each practice's preferences, goals, and operational needs.
• Ensure all customer information, preferences, and account details are accurately documented and maintained.
• Provide appliance training and educational support to new and existing customers as needed.

Account Support & Communication

• Maintain regular communication with customers to strengthen relationships and identify opportunities for additional support.
• Update customer account information, and documentation within company systems.
• Manage customer expectations regarding turnaround times, product capabilities, processes, and service limitations.
• Coordinate with production, planning, quality, shipping, and other departments to ensure customer needs are communicated and fulfilled.

Customer Experience & Continuous Improvement

• Gather customer feedback and communicate trends, concerns, and opportunities to leadership and cross-functional teams, providing supporting details, case numbers, and relevant documentation to facilitate effective resolution and continuous improvement.
• Identify opportunities to improve customer satisfaction, retention, and overall service quality.
• Research industry trends, competitive offerings, and customer expectations to recommend improvements to products, services, and customer experience.
• Participate in continuous improvement initiatives that enhance operational efficiency and customer outcomes.

Documentation & Reporting

• Maintain accurate records of customer interactions, communications, issues, resolutions, and follow-up activities.
• Prepare reports related to customer satisfaction, service metrics, recurring issues, and improvement opportunities.
• Review the customer's account, case history, and office information before transferring calls to ensure a well-informed, seamless customer experience.
• Ensure customer information is organized, complete, and available for internal teams.

Knowledge, Skills and Abilities

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build trust and long-term customer relationships.
• Outstanding customer service mindset with a proactive, solution-oriented approach.
• Ability to prioritize multiple responsibilities while maintaining accuracy and attention to detail.
• Strong organizational and time management skills.
• Ability to collaborate effectively across multiple departments.
• Excellent problem-solving and conflict-resolution skills.
• Strategic thinker with the ability to anticipate customer needs and identify opportunities for improvement.
• Proficiency with Microsoft Office and customer relationship management (CRM) systems.
• Knowledge of the orthodontic or dental laboratory industry preferred.
• Ability to maintain professionalism while managing challenging customer situations.

Education & Experience

• Previous experience as an Orthodontic Assistant or equivalent clinical orthodontic experience required.
• Minimum of two years of customer service, account management, customer success, or client relationship experience preferred.
• Experience supporting customers in a fast-paced service environment is preferred.
• Experience within the dental, orthodontic, or healthcare industry strongly preferred.

Physical Requirements

• Prolonged periods of sitting while working at a computer.
• Frequent use of a computer, keyboard, telephone, and office equipment.
• Ability to occasionally lift up to 20 pounds.
• Ability to travel occasionally for customer visits, meetings, or trade shows.

Work Environment

This position is primarily performed in an office environment with regular interaction across multiple departments. Occasional travel may be required for customer meetings, industry events, or trade shows.

Core Competencies

The Customer Success Specialist is expected to consistently demonstrate the Company's core values:

• Quality – Deliver exceptional service with accuracy, professionalism, and attention to detail.
• Innovation – Seek creative solutions that improve the customer experience and business performance.
• Consistency – Provide reliable, dependable support while following established processes.
• Dependability – Take ownership of customer needs and follow through on commitments.
• Communication – Build strong relationships through timely, respectful, and transparent communication.

Compensation: $25/hour