Overjet

• Hit, beat, and raise monthly and quarterly targets for net revenue retention, churn reduction, and expansion revenue. • Recruit, train, mentor, and manage a high-performing customer success team. • Develop comprehensive customer success strategies aligned with company objectives, customer lifecycle stages, and product adoption milestones. • Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion. • Build and maintain strong relationships with key customers, dental professionals, and dental organizations. • Collaborate closely with cross-functional teams, including sales, product management, and marketing, to align customer success efforts with overall company objectives. • Prepare accurate and timely retention forecasts, health score reports, and presentations for senior management.

• Building and improving features in a Windows MAUI application • Integrating with external applications using UI automation and system-level interactions • Implementing and maintaining real-time communication via WebSockets • Ensuring the app feels fast, stable, and intuitive for users • Debugging and solving complex edge cases

• Designing and implementing a sustainable testing strategy for a MAUI desktop app • Building and maintaining UI automation tests (WinAppDriver, FlaUI, UIA3) • Integrating automated tests into CI/CD pipelines (Azure DevOps / GitHub Actions) • Working closely with developers to ensure features are designed with testability in mind • Helping define clear, testable acceptance criteria for every story • Introducing quality metrics: test coverage, regression stability, build health

• Review and interpret CBCT scans and associated AI-generated radiology reports • Provide final diagnostic review, edits, and formal approval on reports • Ensure reports meet clinical, legal, and documentation standards • Identify discrepancies between AI findings and clinical interpretation, providing feedback to improve model performance • Collaborate with internal clinical, product, and engineering teams to refine reporting workflows • Participate in calibration and quality assurance sessions to maintain consistency and accuracy

Title: Manager of Customer Success, SMB Location: Salt Lake City; Boston; NYC; San Mateo Department: Sales & Marketing Employment Type: Full time Location Type: Hybrid Job Description: Lead the Future of Dentistry. Overjet is the world-leader in dental AI. Already, thousands of dental providers and insurers rely on our platform to deliver the best possible care. Now, we’re looking for talented people to fulfill our mission: improve oral health for all. Overjet is where builders become leaders. Everyone here loves to make new things: new products, new partnerships, new content, and a new category of AI technology. And as Overjet grows ridiculously fast, so will you. Simply put, there’s no better place to accelerate your career. Come join us! The Role As a Manager of Customer Success, SMB at Overjet, you will play a crucial role in building out our customer success function and driving retention, adoption, and expansion across our SMB customer base. You will be responsible for hiring, leading, and managing a team of SMB Customer Success Managers, developing customer success strategies, and executing them to achieve company retention and growth targets. Your expertise in customer success, dentistry, and AI technology will be essential in ensuring our dental practice customers realize maximum value from our platform. Responsibilities - Retention & Expansion Targets: Hit, beat, and raise monthly and quarterly targets for net revenue retention, churn reduction, and expansion revenue. - Team Leadership: Recruit, train, mentor, and manage a high-performing customer success team. Set clear goals and targets, provide guidance and support, and foster a collaborative and motivated team culture. - Customer Success Strategy & Playbook: Develop comprehensive customer success strategies aligned with company objectives, customer lifecycle stages, and product adoption milestones. Define segmentation approaches, engagement models, and risk mitigation frameworks for the SMB segment. - Customer Success Execution: Drive the entire post-sale customer journey from onboarding and activation through renewal and expansion. Coordinate with the CS team to ensure effective portfolio management and timely outreach at key lifecycle moments. Monitor customer health scores, track performance metrics, and analyze data to identify at-risk accounts and growth opportunities. - Customer Relationship Management: Build and maintain strong relationships with key customers, dental professionals, and dental organizations. Understand customer pain points, requirements, and feedback to refine engagement approaches and enhance customer satisfaction and outcomes. - Collaboration: Collaborate closely with cross-functional teams, including sales, product management, and marketing, to align customer success efforts with overall company objectives. Serve as the voice of the customer internally, providing feedback on product gaps, competitive positioning, and emerging customer needs. - Reporting: Prepare accurate and timely retention forecasts, health score reports, and presentations for senior management. Communicate portfolio performance, renewal pipeline status, and key insights to support strategic decision-making. Qualifications - Proven track record of at least 5 years in customer success or account management, with a minimum of 2 years in a managerial role. - At least 2 years of experience working with dental practices or DSOs, with strong knowledge of dental industry dynamics. - Excellent leadership and team management skills, with the ability to inspire and motivate a customer success team to achieve and exceed retention and expansion targets. - Demonstrated experience developing and implementing successful customer success strategies, including onboarding programs, health scoring, and lifecycle engagement models. - Exceptional communication and interpersonal skills to establish and maintain relationships with customers, key stakeholders, and internal teams. - Analytical mindset with the ability to leverage data, and customer health metrics to drive retention performance and identify expansion opportunities. - Ability to use systems and AI tools to draw conclusions and drive efficiencies - Results-oriented with a strong sense of urgency, resourcefulness, and a proactive approach to problem-solving. - Proficiency in using CRM and customer success software tools (e.g., Salesforce, Gainsight, or similar platforms). Why Overjet? - Competitive Compensation and Equity - Hybrid workplace that provides flexibility, vibrant in-person workspaces, and the ability to build strong connections across all of Overjet - regardless of location - 401k plans with a matching program - Medical, Dental and Vision coverage: 99% employee premium covered, 75% dependent premium covered - Life and AD+D Insurance - 8 weeks Paid Parental Leave - Optional HSA with Employer contribution - Flexible Time Off and company paid holidays - Annual Learning and Development Stipend Our Hybrid Workplace We have a unique hybrid workplace at Overjet — which combines the teamwork of meeting in person, with the flexibility of working from anywhere. Many of our positions are based in San Mateo, New York City, Boston, and Salt Lake City. The Jetters who live in these “geo-hubs” come to the office on Tuesdays and Wednesdays, while having the option to work from home the rest of the week. Our People Team is happy to answer any questions about what hybrid work means for your specific role! Overjet's Values - Excellence: Aim Higher - Velocity: Quickly Deliver Results - Ownership: Go the Extra Mile - Win-win: Care Deeply Company Recognition - Included on Best Places to Work by BuiltIn lists in 2026: #3 overall in the US, #1 in NYC, #1 in San Francisco, and #2 in Boston - #4 on FastCompanys's Most Innovative Companies list in Healthcare for 2026 - Named one of the TIME Best Inventions of 2024 - Recognized in Newsweek’s Most Loved Workplaces in America 2024 - Won the Dental Health category at the Digital Health Awards 2024 and 2024 Best Places to Work by Built In - Recognized as one of the Top Startups of 2023 by LinkedIn - Included on the definitive 2022 Forbes AI 50 EEOC Overjet is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. Even if you don't meet 100% of the qualifications for this job, we strongly encourage you to apply!

• Design, develop, and maintain impactful software solutions that transform our customers' ability to deliver the best outcomes for patients • Write efficient and scalable code, ensuring code quality and adherence to best practices • Act as a key technical partner to cross-functional teams, including Product and Design • Troubleshoot and resolve software defects and performance issues • Participate in code reviews and contribute to the continuous improvement of development processes • Engage with clients to provide guidance on integration and troubleshooting

• Onboard new customers, guiding them through setup, training, and best practices to ensure successful adoption of the platform. • Build and maintain strong customer relationships, serving as the primary point of contact to understand goals, challenges, and usage patterns. • Proactively monitor customer health and engagement, identifying risks and opportunities to improve retention and expansion. • Provide product expertise and troubleshooting support, collaborating with support, product, and engineering teams to resolve issues efficiently. • Gather customer feedback and advocate internally, helping influence product improvements and ensuring the customer voice is represented across the organization.

• Serve as the primary point of contact for customer billing questions via email and phone • Proactively follow up with customers regarding outstanding invoices to ensure timely payment • Investigate and resolve billing issues by coordinating with internal teams such as Sales, Customer Success, and Finance • Manage and track billing inquiries and collection activities to ensure clear documentation and timely follow-up • Work with customers to address concerns, clarify invoice details, and resolve disputes • Maintain a professional and empathetic approach when communicating with customers, including in challenging or escalated situations • Identify recurring billing issues and collaborate with internal teams to improve processes and prevent future problems • Assist with maintaining accurate customer billing records and payment status • Support the Finance team with reporting and operational improvements related to billing and collections

• Own Overjet's core financial systems stack (NetSuite, Pigment, and Salesforce) serving as the primary administrator, architect, and escalation point across all three platforms • Consolidate systems ownership currently distributed across external contractors, building internal expertise and reducing third-party dependency • Drive financial operations excellence by identifying process gaps, automating manual workflows, and improving data integrity across the finance stack • Partner with Finance, Accounting, RevOps, and Engineering teams to translate business requirements into scalable systems solutions • Lead system implementations, upgrades, and integrations end-to-end — from scoping and vendor management through testing and rollout • Build documentation, controls, and training so that Overjet's financial systems are maintainable, auditable, and well-understood across the team • Inform financial planning and reporting by ensuring clean, reliable data flows between Pigment, NetSuite, and Salesforce

• Lead and own the monthly and quarterly close process, including preparation and review of journal entries, account reconciliations, and internal reporting packages • Oversee the preparation of timely and accurate financial statements in accordance with US GAAP • Manage the external audit process, including all PBC requests, auditor communications, and internal coordination across teams • Draft and review technical accounting memos (e.g., ASC 606, ASC 718, ASC 350) and ensure compliance with evolving GAAP standards • Maintain and improve accounting processes for AR, AP, payroll, expense reports, stock-based compensation, and intercompany activity • Act as a NetSuite super-user, ensuring data integrity, leading system enhancements, and supporting integrations with upstream and downstream systems • Own equity accounting and cap table reconciliation in collaboration with Legal and People teams • Collaborate cross-functionally with FP&A, Legal, People, and GTM teams to ensure alignment on financial matters and support strategic initiatives • Drive automation and process improvements to increase efficiency, scalability, and accuracy of the accounting function • Mentor and manage a team of accountants and third-party resources to deliver high-quality work and support their professional development • Support tax filings, compliance reporting, and ad hoc reporting as needed