Manager, Customer Success

Henry Schein One is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done.

Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. Henry Schein One Canada has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. Our teams support a breadth of Dental Practice Management systems, including Dentally, Dentrix, Power Practice, and Dentrix Ascend.

About the Opportunity We are looking for a Manager, Customer Success to build and lead our post-sale customer organization in Canada. This is a builder role. The CSM and Account Management functions are new, and you will be the person who designs the playbooks, hires the team, and establishes the rhythms that turn new customers into long-term, expanding accounts.

You will lead three groups: Customer Enablement (Training), Customer Success Managers, and Account Managers. Together, these teams are responsible for the full post-sale customer lifecycle, from activation and adoption through to renewal, expansion, and long-term retention. This role is ideal for someone with startup or scale-up experience who thrives without a fully defined playbook.

You are comfortable building structure from scratch, rallying a small team around a clear mission, and balancing the strategic work of function design with the hands-on realities of an early-stage CS organization. What You’ll Do Build & Lead the Customer Success Organization Design and build out the CSM and Account Management functions, including hiring, training, and establishing operating rhythms for both teams Lead, coach, and develop the Customer Enablement (Training), CSM, and Account Management teams with clear performance expectations and development plans Create the playbooks, processes, and tooling that will become the foundation of HSOne Canada's post-sale customer experience Foster a culture of accountability, customer obsession, and continuous improvement across all three teams Customer Enablement & Adoption Oversee the Customer Enablement (Training) team to ensure customers are onboarded effectively, activated quickly, and continuously educated on HSOne's product suite Build strategy to ensure that customers are getting the full value out our their tool Define and track adoption milestones for Dentally and Dentrix customers, intervening where adoption is lagging Build customer health scoring frameworks that give the CS team early visibility into churn risk and expansion readiness Partner with Product and Marketing to develop self-serve resources, webinars, and in-product guidance that scale enablement efforts Drive Retention & Expansion Revenue Own revenue retention and expansion targets, including net revenue retention (NRR), contract renewals, and upsell/cross-sell performance Lead the Account Management team to identify, develop, and close expansion opportunities within the existing customer base Manage renewal pipeline with forecast accuracy, ensuring at-risk accounts are identified early and actioned appropriately Partner with Sales on expansion plays and warm handoffs for accounts with growth potential Cross-Functional Partnership Serve as the voice of the customer internally, surfacing product feedback, support trends, and customer sentiment to Product, Marketing, and Leadership Partner with Sales on customer lifecycle management, ensuring clean handoffs from new-logo close through onboarding and into steady-state success Collaborate with Operations and Finance on contract management, renewal scheduling, and revenue reporting What You’ll Bring 7–10+ years of experience in Customer Success, Account Management, Customer Enablement or post-sale customer-facing roles in a B2B SaaS environment Proven experience building and leading CS, Account Management and/or enablement teams, ideally in a startup or scale-up environment where you've had to create structure from scratch Demonstrated success owning retention and expansion metrics, including NRR, renewals, and upsell/cross-sell performance Experience designing and implementing CS playbooks, onboarding programs (post go-live), and customer health frameworks Strong understanding of recurring revenue models (ARR, NRR, churn, expansion revenue) Experience with forecasting, renewal pipeline management, and CS performance metrics Ability to lead multiple functions simultaneously, you're as comfortable coaching a CSM as you are reviewing a renewal forecast or scoping a new enablement program Strong coaching and people development skills, with a track record of building high-performing teams Excellent cross-functional communication skills, you know how to represent the voice of the customer to Product, Marketing, and Leadership Experience in healthcare, dental, or a related industry is considered an asset Leadership Expectations Lead and develop a high-performing team, motivating and inspiring individuals to reach and exceed targets Provide regular coaching, feedback, and clear development plans for team members Define what success looks like, and hold the team accountable to that Create a transparent and consistent performance culture Recruit and hire top talent to support team growth Promote an inclusive, collaborative, and high-trust environment aligned with company values Interview Process Our interview process is designed to be thoughtful, transparent, and give you the opportunity to showcase your experience and leadership approach. Step 1: Recruiter Screen (30–45 minutes) An initial conversation to learn more about your background, leadership experience, and interest in the role.

Step 2: Hiring Manager Interview (45-60 minutes) A deeper discussion focused on your sales leadership experience, approach to building teams, and revenue ownership. Step 3: Panel Interview (60 minutes) A conversation with senior leadership focused on strategic thinking, cultural alignment, and long-term impact. You will meet with cross-functional leaders to explore your approach to: Building and scaling sales teams Forecasting and pipeline management Coaching and performance culture Cross-functional collaboration Step 4: Final Interview (60–75 minutes) Presentation to a Panel of Interviews to shared after Day 1 Interviews We aim to move efficiently through the process while ensuring you have a clear understanding of the role, team, and opportunity.

Compensation & Benefits The posted range for this position is between $165,000 CAD – $175,000 CAD, which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc. Our benefits also include: 3% RRSP matching Comprehensive health benefits plan, including 100% drug coverage 3-week paid vacation, growing up to 5 weeks with tenure Unlimited paid flex days Paid Birthday off