Own and Run the Value Exchange Model
Act on adoption and activation alerts (e.g., Chat with Patients not enabled, low confirmation rates) and execute the matching playbook.
Account reviews. Host structured reviews when triggered by underperformance signals such as low confirmation rates or dormant feature usage.
Deliver Customer Satisfaction Reviews calls. Run Customer Satisfaction Review calls that tie measurable results back to the outcomes the clinic wants from Intiveo, and partner with them to deliver against their agreed priorities.
Drive expansion. Post-CSR, either book a demo for Forms, Referral Management, Social Reviews, or VOIP, or secure a testimonial or Google review.
Deliver Intiveo Advocates. Drive advocates for referrals, testimonials or case studies.
Renewals. Own the end-to-end renewal motion across your book — from early risk signals through renewal terms close for every account, whether a single clinic, a multi-location operator, or a group.
Partner with Onboarding. Work hand-in-hand with Onboarding team — routing existing accounts back into onboarding when the Value Exchange Model triggers a new feature deployment, and receiving new customers off onboarding with a clear path to first value.
Own the response to inbound customer leads sourced by Marketing — triaging, qualifying, and converting them into demos, upsells, or renewal conversations across your book.

3+ years in SaaS Customer Success, ideally carrying a retention or expansion number
Experience running adoption playbooks off product usage signals
Comfort presenting quantitative business outcomes to clinic owners and office managers
Track record of upsell or cross-sell into an existing book
Background in Dental or Healthcare (nice-to-have)
Salesforce, Totango, and Zendesk experience (nice-to-have)
Familiarity with PMS systems (Dentrix, Eaglesoft, Open Dental), or patient engagement platforms (nice-to-have)

Customer Success Manager

Key skills