• Manage onboarding and lead kickoff calls to create success plans aligned with customer goals • Deliver product training with a strong focus on AI features • Serve as the primary point of contact for a portfolio of customers across Brazil and LATAM • Conduct periodic business reviews and success planning sessions • Track usage, engagement, and satisfaction metrics • Collaborate with Support and Product to resolve issues and relay customer feedback internally • Monitor contract timelines and lead renewal conversations for designated accounts • Keep CRM and CS tools up to date with account data, interactions, and status

Title: VP of Customer Success Location: Boston, New York (Hybrid) Job Description: We empower DSOs and dental practices to consistently deliver better patient care through AI. About the Role - Type: Account Management / Customer Success, Executive Leadership - Location: Boston, New York (Hybrid) - Experience: 10+ years - Team Size: 110 Tech Stack Compensation - Salary: $220K - $270K - Equity: Competitive equity Details - Visa: Available (H1B transfers and TN visas only — no new H1B sponsorship at this time.) - Industry: AI, Healthcare, Software Development, B2B, Enterprise

• Own and evolve the frameworks, dashboards, and reporting that provide leadership and client-facing teams with clear visibility into the client portfolio • Define and oversee standards for tracking client health, performance outcomes, engagement maturity, risk indicators, and expansion potential • Lead internal strategic initiatives that support client lifecycle management, including onboarding optimization, performance transparency, renewal readiness, and portfolio segmentation • Drive the development of scalable program models, operating cadences, and governance structures that support enterprise growth • Serve as a central point of coordination for cross-functional initiatives impacting the client base • Develop playbooks, tools, and processes that enable Account Management and Client Success teams to operate more strategically

• Serve as the primary point of contact for global customers and partners • Establish and maintain regular check-ins, including dashboard and report reviews • Create and deliver Quarterly Business Review (QBR) presentations, documenting highlights and action items • Monitor and ensure adherence to contractual commitments, including SLAs • Stay informed and drive engagement around upcoming renewals • Gather valuable feedback on customer/partner strategic goals and recommend solutions for customer use cases with a focus on upsell opportunities • Provide input on overall customer and partner health • Drive internal improvements to enhance the customer/partner experience • Handle quality escalations and issues unresolved through standard Customer Care processes, collaborating with internal departments to ensure timely resolution and preventive measures • Initiate and monitor action plans for identified quality trends and provide regular progress updates to customers/partners • Coordinate data and information in response to and drafting of RFP/RFIs/SOWs and other new customer opportunity inquiries and proposals • Identify customers to receive standard Customer Dashboards, Quality Reports, and Product Usage Reports • Coordinate setup of non-standard customer reports and dashboards as needed • Work with management to design and implement key performance indicators (KPIs) for assigned segment • Review key performance indicators (KPIs) regularly with customers/partners • Communicate essential details to customers/partners about product retirements and replacement solutions • Ensure customer readiness for new product features integration • Coordinate completion of and deliver Root Cause Analyses (RCAs) for all Severity Level 1 Discrepancies and Quality Trends (as needed) • Manage customer/partner deliveries and communication for limited release products • Create and maintain customer and partner-specific playbooks