Practice Success Manager - Synapse Dental

BLANKSLATE Partners is thrilled to support Synapse Dental as they grow their team.

Want to Revolutionize the Dental Patient Experience?

Synapse Dental is on a mission to make pain-free dentistry a reality for dental professionals and patients with the world's first electronic dental anesthesia solution, the Dental Pain Eraser.

Nearly 50% of patients feel oral pain during their appointment and over 25% of patients feel oral pain afterwards. As a result, millions of people avoid the dentist because of pain (and needle) phobias, contributing to dental treatment avoidance and causing poor oral health. With the Dental Pain Eraser, people of all ages can now enjoy pain-free and anxiety free dentistry - before, during and after their appointments. As a pen-shaped/easy to use and affordable device that can be used at chairside by the clinician and by patients at home, it empowers patients by giving them the tools to better manage their discomfort at home and during an office visit. No longer do patients need to suffer from unresolved pain from dental procedures and orofacial disorders.

Today, our breakthrough solution is used by some of the country's most prominent dental professionals in private practice and orthodontic/dental support organizations. We're building an ambitious team of engineers, clinicians, business thinkers and doers.

The Role

We're looking for an exceptional, experienced, and process-driven individual who will ensure our valued customers are onboarded and thrive with the Synapse Dental Pain Eraser. Ideally, someone joining our team is passionate about the importance of the patient journey, developing a deep  understanding of the patient and practice needs, for dentistry, especially orthodontics, with exceptional communication skills, influencing others to take action. 

Who Will Excel

• A scrappy, entrepreneurial thinker: an individual who thrives working in a small, driven team and loves the dynamic environment of startup and making a big impact for the company and customer. 
• A grower: an individual who sees the opportunity to help customers in new ways, including introducing them to new solutions and features for ultimate practice success..
• A customer champion: an individual who believes that customers are the heart of every organization and is passionate to be the voice of the customer. An expert at measuring and understanding how happy customers drive business and social impact.
• A process-oriented thinker: an individual who is excellent at thinking about how something should work and how to explain that thing to other people. Someone who loves owning and updating documentation and establishes/improves business processes.

You Will Do

• Manage key strategic accounts and primarily work with orthodontic/dental offices leadership or central office leadership, covering the continental United States. Some limited travel, up to 25%, is required.
• Execute the practice success strategy, focusing on high touch points and relationship building with orthodontic/dental offices.
• Achieve individual metrics and KPIs designed to utilize a data-based approach within the Customer Success Team to drive revenue.
• Assist in improving processes around account setup, implementation, training, and ongoing account review and modification to minimize churn and enhance growth/revenue per customer..
• Plan account expansion initiatives and targeted campaigns for accounts. 
• Conduct frequent reviews ( via phone and/or Zoom) with accounts and teams to determine customer satisfaction and utilization levels.
• Employ the total office concept, ensuring every member of the orthodontic/dental practice members is engaged.
• Upsell new service offerings to existing customers.

Requirements

You Should Have

• 5+ years of experience in customer success and/or sales account management for service-based solution offerings. 
• Prior experience in dentistry and orthodontics.
• Excellent communication and interpersonal skills, Spanish speaking an asset.
• Bachelor's degree or equivalent education.
• Mentorship or formal management experience of junior staff.
• Background in a metrics-oriented customer experience team.
• Proficiency with CRM (HubSpot) and support ticketing systems.
• Aptitude for social media marketing (FB, IG & TikTok) to assist with customer engagement
• Excitement to learn about next-gen technologies such as neuromodulation for oral health. 
• Strong work ethic and hustle to achieve results in a high-growth startup environment.

Benefits

Why Join?

• Competitive compensation.
• Flexible working policy (remote and/or in-person, limited to Rhode Island).
• Opportunity to work with a passionate team in a fast-paced, start-up environment.
• The chance to make a significant impact on the oral health care industry by transforming the patient experience.