At Spear, our mission is to help dentists and their teams pursue and achieve “Great Dentistry.” Spear drives dental practice growth by advancing our clients clinical skills, improving their practice management capabilities and enhancing the patient experience by leveraging both our deep dental expertise and our technology forward solutions. We offer holistic solutions that include a full learning management system, a practice consulting service supported by a robust analytics platform and industry experts, and patient engagement tools that complement the normal workflows within a dental practice. In addition, we deliver live, collaborative education led by the brightest clinical and business minds in dentistry through virtual seminars and events, as well as through hands on learning opportunities at our state-of-the-art campus in scenic North Scottsdale. 

A successful Customer Success Team Manager achieves the vision and goals set for Spear Practice Solutions—and the overall values of Spear Education—through effective leadership and supportive coaching that inspires their team of Practice Growth Partners. The Customer Success Team Manager is accountable for the experience and outcomes for each of their Pod’s clients as they invest and engage in their customer journey. By guiding their team in mastering the consultant framework and following the customer journey map, they ensure successful outcomes through on-boarding, steady state, and consistent renewals of satisfied clients and teams. As part of the leadership team that STRIVES to build an excellent, motivational culture—one that inspires new levels of excellence and professional fulfillment—each Customer Success Team Manager contributes positively, strategically, and creatively as we learn, grow, and continuously improve. 

Responsibilities:

Culture, Management and Leadership 

• Implement a simple, effective, and regular management/coaching cadence that is both people and metrics focused, including daily/weekly client success check-ins to ensure excellence in delivery and results  
• Actively lead, coach, and manage day-to-day operations of the entire Practice Growth Partner POD team  
• Promote effective use of Growth Plans, up-level training, and other performance management tool to create and develop high performance 
• Provide on-going support of Practice Growth Partners through adherence to a weekly 1-1 cadence for every team member, utilizing determined 1-1 templates, role scorecards, open-ended questions, and active listening  
• Through your on-going Practice Growth Partners touchpoints, identify additional coaching, recognition, and feedback opportunities that support the Talent Health Assessment 
• In coordination with Practice Growth Leadership, monitor effective new Practice Growth Partner hire process, such that a new hire begins a successful active book of business consulting within 60 days of hire 
• Manage and monitor team and individual book of business to ensure on-track metrics, outcomes, and customer service excellence throughout each phase 
• Maintain coaching/growth plans and coordinate with training resources as needed to resolve performance gaps and to inspire professional growth and development at an individual and/or team level 
• Conduct QA checks, listening to Leaderships calls and Team calls for all team members to ensure that touchpoints are occurring consistently and effectively, identify gaps and coach team members to close identified gaps 
• Facilitate effective POD meetings that result in team synergy and consistency in process and results 
• Actively participate in TCE and Town Halls to create a culture based on our STRIVE company values and our Cornerstone Commitments 
• Regularly survey team members with a goal of consistently achieving employee engagement and satisfaction goals 

The Customer Journey 

• Work in coordination with the sales and Orientation team to facilitate strong client intake processes that ensures proper client information is captured, proper advance planning/notification of Practice Growth Partners, and proper assignment of client to Practice Growth Partner (i.e., client & PGP profile) 
• Support the escalation of detractors and customer service issues by helping to develop stronger processes and execution around specific re-alignment strategies and plans 
• Coach the Practice Growth Partners in your POD to build and deliver client-specific immediate and long-term solutions and strategies in alignment with the customer journey and their own stated goals and pain points 
• Hold the individuals in your POD accountable to success metrics by utilizing defined Customer Success process and KPI reports to achieve consistency around the customer journey engagement touch points for Book of Business 
• Coordinate with the product, education, and content teams to ensure that the full scope of Spear Education products and services are being utilized effectively for all clients 
• Support/endorse the Implementation Plan and on-going strategies for each client through each phase of the customer journey 
• Serve as a supportive Subject Matter Expert in any client interactions 
• Work with VP, Director, PGPs, and appropriate SMEs to identify 'escalated or at-risk clients' and work to develop processes around specific re-alignment strategies and plans 

Administration 

• Execute a formulated process that integrates Book of Business reviews, 1-1s, Focused Solutions and other client awareness forums into a cohesive flow that quickly identifies both successful and at-risk clients and works collaboratively to resolves issues in standardized forums 
• Identify and execute process optimization and areas of opportunity around delivery for clients 
• Execute the standard protocols in processing contracts, transitions, CRRs, SME requests 
• Support the achievement of ideal customer health status by monitoring and coaching NPS, PES, Strike Deck indicators 
• Ensure all client matters are properly documented in NetSuite, Strike Deck Renewal Trackers or other mechanisms specified by senior leadership to properly monitor Client/Consultant activities 
• Clear and accurate communication of all client status, forecast, and issues to senior leadership routinely 
• Work with the leadership team in PGP reviews and bonus distribution 
• Facilitate effective POD meetings to unify the team and keep communication flowing from POD to POD 

Retention 

• Develop renewal strategies that include leveraging established Customer Journey Tools, escalation forums and ROI presentations to generate renewal commitment 
• Drive and hold team accountable for achieving full "retail" price for all members consistent with pricing parameters 
• Execute Quality Assurance protocols to evaluate all PGP activities and provide additional training or support based on monitoring, audits, and observations 
• Utilize NPS and user engagement metrics to make process and tactical improvements 
• Implement strong on-boarding and re-boarding processes where required 
• Maintain system and ensure documentation/management 

In every Value role, it is important to remember that we serve as role models for effective leadership and therefore significantly impact the team we influence and the clients we are honored to serve. 

• 5+ years of people leadership experience 
• Demonstrated success leading high performing teams with the ability to coach to new levels of mastery
• Ability to diffuse customer service issues with empathy, understanding, and solutions that meet the needs of the client and SPS
• Ability to empower and delegate new tasks and projects that yield successful outcomes
• Excellent organizational and time management skills
• Strategic planning and critical thinking skills 
• Dental Experience preferred but not required
• Degree preferred but not required

What Spear Offers

• Beautiful Facility
• Company Sponsored Events (Think costume contests, holiday parties and 5k’s!)
• The Most Amazing Coworkers Around
• Spear Cares
• Great work/life balance
• Regular Town Halls and CEO Lunches
• Career Development Pathways
• Flexible Time Off plus Spear Holidays
• And much more!

Spear Education deeply values diversity and what it brings to our communities and our organization. 

Everyone is welcomed here, regardless of how you look, your physical abilities, where you come from, when you were born, what you believe in, how you identify, who you love, how you think, and whether or not you have served.

We seek to create a culture where each person feels heard, supported and engaged in a positive, empathetic way. 

We are allies in, and advocates for, our shared humanity.

All your information will be kept confidential according to EEO guidelines.