Customer Success Manager

Our client, Incisive, is growing again!
About Incisive
Incisive is building a better model for restorative dentistry. Independent practices are under pressure: lab consolidation is accelerating, digital dentistry has arrived but most practices are only halfway there, and building a complete workflow alone is expensive, slow, and isolating.
We solve that through one partnership: curated labs matched to specific case types, no-cost digital equipment, a portal to track every case and manage every invoice in one place, and a clinical support team to help. More than 650 doctors nationwide trust us, we retain over 95% of them year over year, and we’re growing fast. If you have high standards and want to do work that compounds, you’ll fit right in.
About the Role
The Customer Success Manager is responsible for helping Incisive customers successfully ramp, maximize their participation in the Incisive network, and continue growing over time.
The CSM will own a portfolio of active practices and serve as a strategic partner to practice owners and their teams. This includes helping new accounts move quickly from signing to meaningful utilization, monitoring account performance, identifying opportunities for growth, and intervening when accounts are at risk.
This is a commercially minded Customer Success role. Success will be measured not only by customer satisfaction, but also by utilization, retention, account growth, and the ability to help customers realize increasing value from their relationship with Incisive.
This is also the first dedicated Customer Success Manager role at Incisive. There is no established playbook yet, and we are looking for a builder: someone who works hard, operates well without a template, and will help build the foundational playbook this function runs on as we scale.
Key Responsibilities
Onboarding & Ramp
Serve as the main point of contact for group practice onboardings, coordinating across locations, stakeholders, and internal teams
Establish clear 30, 60, and 90-day ramp goals
Monitor new account activity and intervene quickly when utilization is below expectations
Help practices incorporate Incisive into their existing restorative and digital workflows
Coordinate with internal teams to address implementation, lab, product, or service barriers
Ensure customers understand the opportunities available through the Incisive network
Retention & At-Risk Accounts
Monitor account health and identify early warning signs of customer risk
Proactively address underutilization, dissatisfaction, service issues, or other barriers
Develop account-specific strategies to recover declining accounts
Lead customer save conversations, escalating significant risks when appropriate
Document reasons for churn, declining utilization, and customer dissatisfaction
Partner with leadership and other teams to resolve recurring customer issues
Revenue Growth & Wallet Share
Own an assigned portfolio of active customer accounts
Increase utilization and help practices meet or exceed expected lab commitments
Drive adoption of additional product categories and services relevant to each practice
Manage straightforward account expansions and partner with leadership or Sales on larger opportunities
Conduct regular account reviews focused on performance, opportunities, and next steps
Track expansion opportunities and follow through consistently
Share successful approaches and customer insights to strengthen Incisive’s expansion playbook
Operations & Feedback
Maintain accurate account information, activity, risks, and opportunities in the CRM
Develop and execute new Customer Success playbooks
Provide feedback on processes and help improve Customer Success tools and resources
Share customer feedback and market insights with Product, Sales, Operations, and leadership
What We’re Looking For
Dental industry experience is required
4+ years of experience in customer success, account management, sales, or another customer-facing role
Experience managing a portfolio of customer accounts
Demonstrated ability to develop lasting customer relationships
Experience addressing dissatisfied or at-risk customers
Ability to identify and pursue account growth opportunities
Comfortable using data and performance metrics to guide customer conversations
Highly organized and able to manage multiple accounts and priorities
Comfortable working independently in a growing company where processes continue to evolve
Excellent written and verbal communication skills
Entrepreneurial and comfortable with ambiguity.
Why Incisive
Remote-First: Work from anywhere with flexibility to manage your schedule
Unlimited PTO: We trust you to balance work and life without counting days
Growth Opportunity: As an early team member, you'll have opportunities to shape our company and advance as we scale
Culture: Small, fast-growing team that works hard and has fun along the way
Modern Tools: Latest technology and systems to do your job effectively
Competitive Compensation: Base salary plus target bonus and stock options