• Define and execute the Customer Success strategy for the region, aligned to global priorities and regional market dynamics • Establish scalable engagement models across onboarding, adoption, value realization, renewal, and expansion • Align customer segmentation and coverage models to revenue tiers, complexity, and growth potential • Standardize success planning, value measurement, and executive engagement frameworks across the region • Contribute to global Customer Success strategy and operating model evolution • Build, lead, and develop a multi-layer Customer Success organization across the region • Hire, coach, and enable senior leaders and frontline managers • Ensure every strategic customer has a measurable success plan aligned to business KPIs • Act as a strategic advisor to customer leadership on evolving operating models across marketing, customer experience, and service • Partner with regional Sales leadership on account strategy, renewals, and expansion • Own forecasting for customer health, renewal risk, and expansion potential

• Account Planning: Partner with the Customer Success team to develop and execute strategic account plans that drive engagement, retention, and expansion opportunities. Synthesize customer insights, data trends, and renewal timelines into actionable next steps. Support renewal preparation, including forecasting and surfacing potential risks or growth opportunities. • Customer Engagement & Relationship Building: Gradually assume ownership of customer relationships, leading meetings, delivering product training on new features, and managing follow-ups. Build credibility and trust with provider clients through confident, consultative communication and healthcare expertise. • Operational Excellence: Support all phases of the post-sales customer lifecycle, including onboarding, renewals, and ongoing account management. Take ownership of operational tasks to develop a robust understanding of day-to-day customer success operations. • Strategic Value: Participate in key projects critical to the team’s success, and present findings and recommendations to leadership, demonstrating both strategic thinking and effective communication skills. • Cross-Functional Collaboration: Act as a customer advocate and internal liaison - partnering with Product, Engineering, and Sales to communicate feedback, identify workflow gaps, and shape future solutions. Participate in key strategic projects and present findings to leadership with clarity and confidence. • Professional Development: Engage in learning and development opportunities to track toward the CSM role, including shadowing current CSMs, actively participating in customer meetings, and undergoing formal training programs.

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!

• You support the planning, execution, and analysis of international CRM campaigns (e.g. newsletters and lifecycle flows) • You analyze CRM performance metrics (e.g. open rate, click rate, revenue) and derive initial insights • You help in building and optimizing automated customer lifecycle campaigns (e.g. welcome, post-purchase, win-back) • You support audience segmentation and campaign personalization • You collaborate closely with teams such as Webshop, and Graphic • You contribute your own ideas to improve CRM campaigns and processes