Customer Success Manager & Technical Support (North America)
Who are we?
GreatLab is a fast-growing dental technology company focused on building cutting-edge software solutions for dental labs and clinics. Their mission is to simplify operations, support business growth, and create intuitive, enjoyable user experiences across the dental ecosystem.
Fast Facts
- Focused on transforming dental lab operations through SaaS solutions
- Supporting dental labs in scaling and optimizing workflows
- Driving efficiency and improved user experience in dental technology
- Expanding footprint across North America
Role Purpose
This role combines Customer Success (50%), Technical Support (40%), and Sales/Conversion (10%), playing a key part in ensuring customer satisfaction, successful onboarding, and long-term client retention within dental labs across North America.
Key Responsibilities
- Provide high-quality technical support via ticketing systems and virtual channels
- Lead onboarding processes for new dental lab clients
- Deliver product demos, webinars, and video tutorials
- Support customers throughout their lifecycle, ensuring satisfaction and retention
- Travel occasionally for onboarding and client support (every 1-2 months, as needed)
- Represent the company at trade shows and industry events
- Collaborate with product and sales teams to improve onboarding and user experience
- Create and maintain help center documentation and knowledge base content
- Act as a trusted advisor to clients, identifying opportunities to add value
Requirements: Skills & Competencies
Education
- Relevant background in Dentistry, Healthcare, Business, or Technology
Experience
- 3+ years in the dental industry
- 2+ years in dental software or SaaS environments
- Experience in customer success, onboarding, or technical support
Knowledge & Skills
- Strong proficiency with CRM systems and support ticketing tools
- Ability to troubleshoot technical issues effectively
- Excellent written and verbal communication in English
- Comfortable presenting on camera (tutorials, demos, webinars)
Competencies
- Customer-centric mindset
- Strong interpersonal and communication skills
- Proactive and solution-oriented
- High adaptability in a growing environment
- Charismatic and confident in client-facing situations
What We Offer
- Opportunity to join a fast-growing dental SaaS company
- High-impact role with autonomy and visibility
- International exposure and occasional travel
- Flexible work model (remote transitioning to hybrid)
- Career growth opportunities in North America expansion
Important Details Before Applying
- Must be based in California (mandatory requirement)
- Travel required occasionally (every 1-2 months depending on client needs)
- Hiring process includes 3 stages:
- Screening interview
- Technical interview
- Final interview with stakeholders
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