About the role
About EviSmart EviSmart is the operating system for dental laboratories — delivering CAD Design Services, Lab Management Software, and Workflow Automation to thousands of customers across 28 countries.
About The Role We're hiring a function-founding Customer Success leader to own the entire post-sales experience and build CS into a true revenue engine. This is a builder role — you'll design the playbooks, prove them yourself, then scale the team to run them.
Your mandate: Transform a support-focused CS function into a revenue-driving organization, dramatically improving Net Revenue Retention.
What You'll Do
Drive Expansion Revenue
- Build and execute cross-sell and upsell playbooks across our product suite
- Identify expansion triggers using usage data, workflow signals, and predictive analytics
- Transform QBRs from check-ins into strategic growth conversations
Own Retention
- Build customer health scoring from scratch — define inputs, weight signals, create actionable risk tiers
- Develop intervention and save playbooks for at-risk accounts
- Monitor contraction indicators and drive proactive re-engagement
Optimize Onboarding
- Define "Time to First Value" metrics for each product line
- Build segmented onboarding journeys for enterprise, SMB, and practice segments
- Establish Sales-to-CS handoff processes that set customers up for long-term success
Build & Lead the Team
- Design the CSM org from scratch: Strategic, Growth, and Scale segments with quota accountability
- Lead CS, Support, and Technical Integration across global offices
- Run weekly pipeline reviews with the same rigor as a sales org
- Be the first CSM if needed — carry accounts yourself to prove the model
Enforce Execution Standards
- Develop playbooks for all post-sales motions and roll them out with structured training and certification
- Measure effectiveness, iterate quickly, and hold people accountable
- Partner cross-functionally with RevOps, Product, Engineering, Marketing, and Sales
Requirements Must Have
- 5–7+ years managing CSM organizations with direct reports in B2B SaaS
- Proven NRR/GRR improvement track record with specific, quantifiable results
- Experience building health scoring and trigger-based expansion programs from scratch
- Have carried quota yourself or managed quota-carrying CSMs
- HubSpot CRM proficiency (hands-on)
- Track record of developing playbooks AND enforcing them with commercial rigor
Preferred
- Experience scaling through hypergrowth at a previous company
- Multi-product or services + SaaS hybrid experience
- Vertical SaaS experience (dental, healthcare, manufacturing, or similar)
Leadership Attributes
- Lead from the front — never ask your team to do what you haven't done yourself
- Courageous — have hard conversations, give direct feedback, make tough calls
- Disciplined — follow through relentlessly, hold yourself and others to high standards
- Commercially oriented — CS is a revenue function, not a cost center
- Builder mentality — energized by creating from scratch, not overwhelmed by ambiguity
What We Offer
- Ownership — build Customer Success from the ground up
- Impact — board-level priority with direct line to company growth
- Global reach — lead teams across multiple international offices
- Challenge — a unique services + software model across global markets
- Support — strong partnership with RevOps, Product, Engineering, and the executive team
Apply today @ Evismart Careers
About EviSmart™
EviSmart is the world's leading AI-Powered Dental Workflow Automation and Dental CAD Design outsourcing company. Trusted by labs and dentists in over 26 countries, our mission is to make dental care smarter, faster, and better — for everyone.
We're reimagining dentistry by intelligently connecting the dental workflows —dentists, lab technicians, and manufacturers—with automation and seamless integration.
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About the role
About EviSmart EviSmart is the operating system for dental laboratories — delivering CAD Design Services, Lab Management Software, and Workflow Automation to thousands of customers across 28 countries.
About The Role We're hiring a function-founding Customer Success leader to own the entire post-sales experience and build CS into a true revenue engine. This is a builder role — you'll design the playbooks, prove them yourself, then scale the team to run them.
Your mandate: Transform a support-focused CS function into a revenue-driving organization, dramatically improving Net Revenue Retention.
What You'll Do
Drive Expansion Revenue
- Build and execute cross-sell and upsell playbooks across our product suite
- Identify expansion triggers using usage data, workflow signals, and predictive analytics
- Transform QBRs from check-ins into strategic growth conversations
Own Retention
- Build customer health scoring from scratch — define inputs, weight signals, create actionable risk tiers
- Develop intervention and save playbooks for at-risk accounts
- Monitor contraction indicators and drive proactive re-engagement
Optimize Onboarding
- Define "Time to First Value" metrics for each product line
- Build segmented onboarding journeys for enterprise, SMB, and practice segments
- Establish Sales-to-CS handoff processes that set customers up for long-term success
Build & Lead the Team
- Design the CSM org from scratch: Strategic, Growth, and Scale segments with quota accountability
- Lead CS, Support, and Technical Integration across global offices
- Run weekly pipeline reviews with the same rigor as a sales org
- Be the first CSM if needed — carry accounts yourself to prove the model
Enforce Execution Standards
- Develop playbooks for all post-sales motions and roll them out with structured training and certification
- Measure effectiveness, iterate quickly, and hold people accountable
- Partner cross-functionally with RevOps, Product, Engineering, Marketing, and Sales
Requirements Must Have
- 5–7+ years managing CSM organizations with direct reports in B2B SaaS
- Proven NRR/GRR improvement track record with specific, quantifiable results
- Experience building health scoring and trigger-based expansion programs from scratch
- Have carried quota yourself or managed quota-carrying CSMs
- HubSpot CRM proficiency (hands-on)
- Track record of developing playbooks AND enforcing them with commercial rigor
Preferred
- Experience scaling through hypergrowth at a previous company
- Multi-product or services + SaaS hybrid experience
- Vertical SaaS experience (dental, healthcare, manufacturing, or similar)
Leadership Attributes
- Lead from the front — never ask your team to do what you haven't done yourself
- Courageous — have hard conversations, give direct feedback, make tough calls
- Disciplined — follow through relentlessly, hold yourself and others to high standards
- Commercially oriented — CS is a revenue function, not a cost center
- Builder mentality — energized by creating from scratch, not overwhelmed by ambiguity
What We Offer
- Ownership — build Customer Success from the ground up
- Impact — board-level priority with direct line to company growth
- Global reach — lead teams across multiple international offices
- Challenge — a unique services + software model across global markets
- Support — strong partnership with RevOps, Product, Engineering, and the executive team
Apply today @ Evismart Careers
About EviSmart™
EviSmart is the world's leading AI-Powered Dental Workflow Automation and Dental CAD Design outsourcing company. Trusted by labs and dentists in over 26 countries, our mission is to make dental care smarter, faster, and better — for everyone.
We're reimagining dentistry by intelligently connecting the dental workflows —dentists, lab technicians, and manufacturers—with automation and seamless integration.