Customer Success & Retention Manager
Location: Aliso Viejo, CA Job Type: Full-Time Salary: $5,000+ per month, depending on experience, plus quarterly performance bonus Industry: Orthodontic Education, Consulting & Products
About Us
We are an established global company serving the orthodontic and dental professional community through orthodontic education, consulting, products, and services.
We are looking for an energetic, personable, and highly organized Customer Success & Retention Manager to help us strengthen our relationships with existing customers and increase customer loyalty and repeat business.
This is an excellent opportunity for someone who enjoys talking with customers, building relationships, solving problems, and making sure customers have an outstanding experience with our company.
About the Role
Your primary responsibility will be to make sure our customers are happy, engaged, and successful—and that they continue to choose our company for their orthodontic education, consulting, products, and services.
You will proactively communicate with customers rather than simply waiting for them to contact us.
You will learn about their needs, follow up on their experiences, identify potential problems, encourage repeat business, and help us recognize and reward our best customers.
Key Responsibilities
- Regularly call and communicate with existing customers to ensure they are satisfied with our products and services.
- Build strong, long-term relationships with orthodontists, dentists, dental professionals, and other customers.
- Follow up with customers after purchases, courses, consulting engagements, and other services.
- Identify customers who are dissatisfied, inactive, or purchasing less frequently.
- Contact inactive or declining customers and determine why their purchasing has changed.
- Work with our team to resolve customer concerns and problems quickly.
- Monitor customer purchasing patterns and identify opportunities for repeat orders.
- Identify opportunities for additional products, education, consulting, and services that may benefit existing customers.
- Coordinate qualified sales opportunities with the appropriate sales or management team members.
- Develop and maintain a regular customer follow-up schedule.
- Help identify our most loyal and valuable customers.
- Help develop customer appreciation and rewards programs.
- Collect customer feedback and communicate important customer needs and trends to management.
- Maintain accurate customer information and follow-up activities in our CRM.
- Track customer retention, repeat purchases, inactive accounts, and customer satisfaction.
- Prepare regular reports regarding customer retention and engagement.
- Work closely with Sales, Education, Consulting, Operations, and Customer Service.
What We Are Looking For
The ideal candidate is someone who genuinely enjoys talking with people and building relationships.
You should be:
- Friendly, outgoing, and personable.
- Comfortable speaking on the telephone with professional customers.
- Persistent about following up without being pushy.
- Highly organized and reliable.
- A good listener who can understand what customers really need.
- Comfortable speaking with doctors, orthodontists, dentists, and business owners.
- Commercially aware and able to recognize opportunities for additional business.
- Comfortable working with CRM systems and customer databases.
- Able to work independently and take ownership of customer relationships.
- Excellent at following through on commitments.
- Positive, professional, and enthusiastic.
Preferred Experience
Experience in any of the following is a plus:
- Customer Success
- Customer Retention
- Account Management
- Inside Sales
- B2B Sales
- Customer Relationship Management
- Dental or orthodontic industry
- Medical devices
- Healthcare technology
- Dental software
- Orthodontic products
- Dental education or consulting
Experience working with orthodontists or dentists is strongly preferred but not required.
How Success Will Be Measured
This position will have clear performance objectives, including:
- Customer retention
- Repeat customer orders
- Reactivation of inactive customers
- Reduction in lost customers
- Customer satisfaction
- Engagement with key customers
- Growth of existing customer relationships
- Customer appreciation and loyalty initiatives
- Identification of qualified opportunities for additional business
Compensation
Base Salary: $5,000+ per month, depending on experience and qualifications.
Performance Bonus: Quarterly performance bonus based on achievement of agreed customer retention, customer satisfaction, reactivation, and existing-customer growth objectives.
We want this position to be financially rewarding for someone who can demonstrate that their work is increasing customer loyalty and the long-term value of our customer relationships.
Why This Position Is Different
This is not a traditional customer service or call-center position.
We are looking for someone who will become an important part of our customer relationships.
Your job is to know our customers, stay in touch with them, understand their needs, recognize when they may be at risk of leaving, make sure problems are resolved, and help them discover additional ways our company can support their orthodontic practice and professional development.
If you enjoy people, relationships, and building long-term customer loyalty, we would like to hear from you.
To Apply
Please submit your resume and a brief description of your experience in customer relationship management, customer retention, account management, sales, or a similar position.
Please include examples of how you have successfully retained customers, increased repeat business, or developed long-term customer relationships.
Pay: $60,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
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