Virtual Client Success Manager

Location: Charlotte, NC (in‑person/hybrid role)

What We Are Looking For

We are looking for an experienced and talented Virtual Client Success Manager to join our team. This individual will be responsible for managing and growing active and lapsed accounts within an assigned territory, the Virtual Client Success Manager drives retention, engagement, and revenue through strategic account planning and consistent outreach using Salesforce. This role builds strong client relationships by understanding business needs, tailoring SureSmile solutions, and serving as a trusted advisor. Key responsibilities include coordinating with internal teams, addressing and escalating customer concerns, delivering product training, and identifying opportunities to maximize account potential and long-term growth.

What Will You Do 

• Foster and maintain strong, long-term client relationships to drive satisfaction, loyalty, and increased engagement across active, lapsed, and lost SureSmile accounts.
• Educate customers on SureSmile products, best practices, and value-driving workflows to help them achieve their goals.
• Lead onboarding for new and existing customers, ensuring smooth setup, implementation, and early success with SureSmile products.
• Monitor customer health, proactively identify risks, and address issues before they escalate to prevent churn.
• Answer and place calls as required to support customers and internal teams.
• Leverage data insights to understand account trends, identify at-risk customers, and develop strategies that enhance satisfaction and retention.
• Maintain consistent, proactive communication with clients across multiple channels to track progress, gather feedback, and provide updates.
• Target assigned accounts effectively using pre-call planning and research to drive meaningful engagement.
• Maintain strong daily discipline to manage and prioritize an assigned book of business.
• Collaborate with internal teams and maximize internal resources to strengthen retention and account outcomes.
• Demonstrate deep knowledge of the full SureSmile product suite to provide informed guidance and recommendations.
• Stay organized and prepare thoroughly for client interactions by planning calls in advance.
• Lead structured, purposeful client conversations that deliver value and address customer needs.
• Work independently with strong self-discipline to manage daily workload and account activities.
• Log all activities, tasks, and interactions accurately in Salesforce to ensure visibility and accountability.
• Maintain a mindset of curiosity and continuous learning to support professional development and improved performance.
• Make quick, informed decisions that support customer retention and move sales opportunities forward.
• Understand each account’s business, challenges, and goals to reduce churn and drive long-term success.
• Prepare for one-on-one meetings with management to ensure alignment on strategy, progress, and performance.
• Understand key performance standards and consistently deliver strong, measurable results.
• Additional responsibilities as assigned

Who You Are 

• Bachelor’s degree in business or other related area, or significant industry experience required
• 3+ years in orthodontics (chairside/treatment coordination) 
• 0-5+ years of client success and/or client care experience required
• Must hold and continuously maintain active credentials in compliance with dental board regulations and in accordance with state of residence for dental assistant, orthodontic assistant, or dental hygienist. If required, proof of current licensing and/or certification is mandatory and will be subject to periodic audits during employment to uphold adherence to state dental board standards and continuing education 
• Must hold and continuously maintain active Healthcare Provider CPR or BLS certification. Proof of certification is mandatory and will be subject to periodic audits during employment to uphold adherence to state dental board standards and continuing education 
• Consulting/training/process improvement experience in an ortho setting preferred.
• A proven track record of client success and/or client care experience preferred.
• Experience in account management, customer success, or a similar client-facing role.
• Strong ability to build and maintain long-term customer relationships and drive engagement and retention.
• Proficiency with Salesforce or comparable CRM systems for account tracking, planning, and data analysis.
• Skilled in customer training, onboarding, and communicating product value.
• Strong analytical and problem-solving abilities to identify risks, interpret trends, and create action plans.
• Excellent communication and organizational skills, with the ability to lead structured client conversations and manage multiple accounts.
• Self-directed and disciplined, able to make informed decisions and work independently.
• Demonstrated ability to collaborate with cross-functional teams to support customer and business goals.
• Commitment to continuous learning and professional growth.
• Experience with dental or medical technology products is a plus.
• Knowledge of sales and marketing strategies preferred
• Ability to travel up to 10%