Practice By Numbers

Role Description This role owns the design and implementation of the core VoIP/SIP telephony backbone for PBN, including SIP routing, media handling, scalability, and reliability. You will architect and build Golang-based SIP services and control planes on top of open-source components such as Kamailio (or similar SIP server), FreeSWITCH/OpenSIPS, and related media/RTP proxies. This is a senior individual contributor role with high ownership and direct impact on a product used by thousands of dental practices daily. Key Responsibilities - Design and implement a carrier-grade SIP/VoIP core using components like Kamailio/OpenSIPS for SIP signaling and FreeSWITCH or similar for media and application services. - Build Golang-based SIP services (registrar, SBC-like components, routing logic, monitoring daemons) and internal APIs to control routing, policies, and provisioning. - Configure and operate SIP load balancing, failover, and high-availability setups (multi-node SIP proxies, distributed media servers, RTP proxies). - Implement and maintain dial plans, least-cost routing, DID management, class-4/class-5 style switching logic, and integration with upstream carriers and PSTN gateways. - Own security and robustness of the VoIP stack: TLS/SRTP, authentication/authorization, rate limiting, fraud detection hooks, and abuse controls. - Integrate the telephony backbone with PBN's SaaS platform (user accounts, billing, analytics, AI/automation flows) via well-defined internal APIs and webhooks. - Define monitoring, alerting, logging, and capacity planning for SIP signaling, RTP/media, and VoIP quality (MOS, jitter, packet loss). - Collaborate with product and operations teams to translate business requirements (IVRs, call queues, routing rules, AI agents) into resilient VoIP and backend designs. Qualifications - 7–10 years of software development experience with at least 4–5 years building or operating large-scale VoIP/SIP systems. - Strong Golang skills, including building high-performance networked services, concurrent processing, and production-grade APIs. - Hands-on experience with at least one open-source SIP server such as Kamailio/OpenSIPS and one media/application server such as FreeSWITCH or Asterisk, including configuration, routing logic, and troubleshooting. - Deep understanding of SIP, RTP, SDP, NAT traversal, registrar/registrations, B2BUA vs. proxy behavior, and SBC concepts. - Proven ability to design and run highly available telephony backbones: clustering, health checks, load balancing, and graceful failover. - Strong Linux and networking fundamentals (iptables, firewalls, TCP/UDP, QoS), comfortable debugging at packet level using tcpdump/Wireshark. - Experience integrating VoIP platforms with RESTful backends, databases (PostgreSQL or MariaDB/MySQL), and message queues for control and billing workflows. Nice to Have - Experience with WebRTC, SIP over WebSockets, and browser/mobile softphone integrations. - Familiarity with VoIP billing, rating engines, CDR processing, and reseller hierarchies (class-4/class-5 softswitch products or similar). - Cloud-native deployment of VoIP stacks (containerized Kamailio/FreeSWITCH clusters on AWS/GCP, Kubernetes, service meshes). - Prior work building call center or CPaaS-style platforms, including programmable IVRs, queues, and analytics. What Success Looks Like - A robust, observable VoIP backbone that sustains high call volumes with low failure rates and predictable call quality across geographies. - Rapid rollout of new telephony features (IVRs, routing rules, AI agents) through clean APIs and configuration-driven behavior rather than manual changes. - Demonstrated reduction in telephony incidents and MTTR through automation, strong monitoring, and clear runbooks. Benefits - Competitive base salary (Salary range) + equity - Comprehensive medical, dental, and vision insurance - 401(k) with company match - Flexible PTO and paid holidays - Remote-first culture with team offsites

About Us Practice by Numbers is transforming the dental and medical space with next-generation software products that combine data, automation, and AI. We’re an all-in-one business platform for practices — helping providers grow, optimize, and delight their patients. We’re building cutting-edge tools that leverage AI to redefine patient engagement, clinical intelligence, and operational efficiency — and we’re looking for exceptional engineers to help us shape the future. The Role We are seeking Senior Full-Stack Software Engineers who are highly proficient in Python, Django, and React, and who thrive in building scalable, high-performance systems. You’ll work directly with our CTO and CEO to architect and implement core features, AI-driven products, and new platform capabilities used by thousands of dental and medical professionals. You must be passionate about innovation, capable of taking ownership, and comfortable working with modern dev environments such as Cursor, Windsurf, and advanced AI-assisted coding tools. What You’ll Do - Build, scale, and maintain robust backend services using Python/Django. - Develop highly responsive and modern React front-end applications. - Collaborate closely with leadership to bring visionary ideas to life. - Integrate advanced AI models and data analytics into the platform. - Participate in architectural design, code reviews, and technical planning. - Optimize for performance, scalability, and security in healthcare-grade applications. - Contribute to improving the developer experience and build processes using tools like Cursor, Windsurf, and other AI-assisted coding platforms. What We’re Looking For - 5+ years of full-stack development experience (Python/Django + React). - Proven experience building complex, scalable SaaS products. - Comfort with cloud infrastructure (AWS/GCP/Azure) and CI/CD pipelines. - Solid understanding of RESTful APIs, WebSockets, and modern front-end workflows. - Experience working with AI/ML integrations is a plus. - Strong problem-solving skills and ownership mindset. - Excellent communication and ability to work in a fast-paced, high-impact environment. Preferred - Experience in healthcare, dental, or medical technology is a big plus. Compensation & Benefits - Competitive base salary commensurate with experience. - Generous stock options — be part of our growth journey. - Full medical, dental, and vision benefits. - 401(k) with company match. - Flexible work hours and remote-first environment. - Opportunity to work directly with company leadership on high-impact projects

Job Description: Customer Support Specialist Department: Customer Experience Reports to: Head of Support CX (Manager, Customer Support) Role Type: Individual Contributor Location: Remote (US-Based) Work Hours: EST or PST (flexible based on team coverage) Employment Type: Full-Time Overview At Practice by Numbers, we’re redefining how dental and medical practices grow using next-generation software that blends data, automation, and AI. Our all-in-one platform helps providers optimize operations, improve patient engagement, and accelerate business growth. As a high-growth company, we operate without a playbook for everything. We value people with a founder’s mindset, strong ownership, and the ability to create clarity and structure in dynamic environments. Practice by Numbers is seeking a Customer Support Specialist to serve as the front-line owner of the post-launch customer experience. This role goes beyond reactive support; you will help customers resolve issues, build confidence in the platform, and continue realizing value after onboarding. In this role, you will support dental practices across the United States and Canada through multiple engagement channels, chat, email, and phone, ensuring consistent, high-quality experiences regardless of how customers choose to reach us. Why This Role Matters For customers, support interactions define trust. For the business, retention is defined. Customer Support Specialists at PbN play a direct role in customer satisfaction, product adoption, and churn prevention. Every interaction — whether via chat, email, or phone — shapes how customers perceive the product, the company, and their long-term partnership with PbN. This role ensures customers feel heard, supported, and empowered, especially during critical post-launch moments, and helps translate customer issues into insights that continuously improve the overall experience. Key Responsibilities 1. Customer Issue Ownership - Serve as a primary support contact for customers post-launch across chat, email, and phone - Support dental practices across the U.S. and Canada, adjusting communication style based on urgency and channel - Own customer issues from initial intake through resolution, regardless of entry point - Ensure timely, accurate, and empathetic responses - Maintain accountability for follow-through and closure 2. Post-Launch Support & Stabilization - Support customers through early post-launch usage and stabilization - Provide real-time guidance via chat and phone, and structured follow-ups via email - Help customers navigate workflows, configurations, and common use cases - Identify early signals of friction or adoption risk 3. Product Knowledge & Enablement - Build deep working knowledge of PbN products, features, and workflows - Stay current on releases, updates, and known issues - Guide customers toward best practices aligned with their goals 4. Issue Resolution & Escalation - Troubleshoot and resolve functional or technical issues efficiently - Escalate complex issues to Engineering, Product, or specialized teams with proper context - Communicate progress, expectations, and resolution clearly across all channels 5. Feedback & Continuous Improvement - Capture customer feedback, trends, and recurring issues - Share actionable insights with Product and CX leadership - Contribute to improving documentation, workflows, and self-service resources 6. Tools, Documentation & Process Discipline - Maintain accurate records in support systems (e.g., Intercom, HubSpot Service Hub) across chat, email, and phone interactions - Document resolutions, call summaries, and recurring patterns - Follow and help refine SLAs, escalation paths, and response standards Success Metrics (KPIs) - First-response time SLA across chat, email, and phone - Resolution time SLA by issue severity - Customer satisfaction scores (CSAT) - CX quality score based on internal and customer-facing evaluations - Reduction in repeat issues and escalations - Contribution to churn prevention and customer confidence What Success Looks Like - ≥ X% CSAT score consistently across chat, email, and phone interactions - ≥ Y% CX quality score, based on internal QA and customer feedback - Response SLA met or exceeded across all channels (chat, email, phone) - Resolution SLA met or exceeded based on issue priority and severity - Customers report feeling supported, informed, and confident after interactions - Support insights contribute meaningfully to product and CX improvements Qualifications Required - 2+ years of experience in Customer Support or Customer Experience within a SaaS or technology company - Strong written and verbal communication skills - Proven ability to troubleshoot, problem-solve, and work independently - Comfort managing multiple priorities in fast-paced environments - Experience with support tools such as Intercom, HubSpot Service Hub, or similar - Willingness to work EST or PST hours to support U.S. and Canadian customers Preferred - Experience supporting SaaS products used by dental or healthcare practices - Familiarity with dental software ecosystems (Dentrix, Eaglesoft, Open Dental, cloud PMS platforms) - Understanding of SMB or practice-level workflows - Experience in high-growth or startup environments Compensation & Benefits - Competitive base salary commensurate with experience - Medical, dental, and vision coverage - 401(k) with company match - Direct collaboration with company leadership on organization design, scaling strategy, and growth initiatives Budget : $50,000 to $57,000

Department: Customer Experience (Account Management & Revenue Expansion) Reports to: Senior Manager – Account Management, Customer Success & Retention Role Type: Individual Contributor Location: Remote (US-Based) Travel: 10–20% (strategic customer visits, key commercial conversations, events as needed) Employment Type: Full-Time Overview As we scale, expansion and renewal revenue are strategic pillars of growth. Upsell, cross-sell, and renewals are expected to contribute meaningfully to overall sales efficiency, with upsell targeted to drive ~30% of total sales revenue and support Net Revenue Retention (NRR) above 100%. We are seeking a highly driven, data-informed, and consultative Upsell Account Manager who will own the commercial lifecycle of existing customers, working in close partnership with Customer Success and Retention teams. This role owns the post-adoption commercial motion — managing renewals, identifying expansion signals, leading value-based upsell conversations, and closing expansion and renewal deals aligned to real customer outcomes. Why This Role Matters In modern SaaS businesses, NRR is driven by two levers: - Customers who renew because value is delivered - Customers who expand because value grows This role ensures both happen with discipline and intent. You will be accountable for: - Expansion ARR - Renewal execution - Commercial contribution to keeping NRR above 100% While Customer Success owns health and value delivery, this role ensures commercial moments are executed cleanly, confidently, and on time. Key Responsibilities 1. Expansion & Renewal Revenue Ownership - Own upsell, cross-sell, and renewal execution across an assigned book of customers - Drive expansion motions that contribute ~30% of overall sales revenue - Manage renewal timelines, pricing discussions, and contract execution - Partner closely with Customer Success and Retention Managers to ensure renewals are aligned to customer health Expectation: Clear ownership of revenue outcomes without duplicating CS responsibilities. 2. Value-Based Upsell & Commercial Renewal Conversations - Lead consultative upsell and renewal discussions grounded in: - Product usage and adoption data - Customer outcomes and maturity - Commercial value and ROI - Confidently position renewals and upgrades as continuations of value, not administrative events - Manage objections and negotiations professionally and transparently 3. Partnership with Customer Success & Retention - Work in lockstep with: - Customer Success Managers (health, adoption, value realization) - Retention Managers (risk mitigation, save plays) - Avoid selling into unhealthy or high-risk accounts without CS alignment - Ensure smooth handoffs post-upsell and post-renewal Guardrail: This role does not own customer health plans or churn saves — it owns the commercial execution. 4. Pipeline, Forecasting & Renewal Discipline - Maintain a clean and accurate pipeline covering: - Expansion opportunities - Upcoming renewals - Forecast renewal and expansion ARR with high confidence - Track close plans, renewal risks, and commercial blockers - Provide visibility into NRR drivers and gaps 5. Insights, Strategy & Process Building - Identify patterns across renewals and upsells to inform: - Packaging and pricing strategy - Expansion triggers - Renewal timing and playbooks - Help build repeatable renewal + upsell processes as the business scales Success Metrics (KPIs) - Expansion ARR generated - Upsell contribution to total sales revenue (target ~30%) - Renewal rate across managed accounts - Net Revenue Retention (NRR > 100%) - Upsell + renewal forecast accuracy - Post-renewal and post-upsell customer satisfaction What Success Looks Like - Renewals are predictable, on-time, and value-aligned - Expansion revenue is consistent and repeatable - NRR remains above 100% quarter over quarter - Customers experience renewals as a natural continuation of value - CS and Retention teams trust this role to handle the commercial layer Who Thrives in This Role This role is ideal for someone who: - Is comfortable owning both expansion and renewal revenue - Respects Customer Success ownership of relationships and health - Is confident leading commercial conversations without being transactional - Uses data to drive urgency and decision-making - Is accountable, disciplined, and outcome-oriented - Thinks in terms of NRR, not just deals