The posting
POSITION SUMMARY:
The Customer Success Advocate (CSA) is a foundational member of a newly built team within our Customer Success organization, responsible for the ongoing health, satisfaction, and retention of a defined portfolio within Carestream Dental's installed software customer base. Each CSA owns a defined book of accounts and serves as the named point of contact throughout the ongoing customer relationship, from initial engagement through renewal and expansion.
This is a hands-on, customer-facing role built around proactive engagement, end-to-end issue ownership, and disciplined use of health-scoring and outreach cadences. The CSA is expected to help shape team playbooks, workflows, and standards of excellence as the organization scales. The ideal candidate brings strong customer relationship instincts, comfort with ambiguity in a start-up-style build phase, and a genuine sense of ownership over customer outcomes.
KEY/SPECIFIC JOB RESPONSIBILITIES:
- Portfolio Ownership & Proactive Outreach: Serve as the named CSA owner for an assigned portfolio of accounts. Execute a structured cadence of touchpoints, including periodic check-ins and QBRs, for all accounts, ensuring no customer goes dark and every account receives consistent, value-driven communication.
- End-to-End Issue Ownership: Resolve frontline issues that fall within the CSA's defined scope of ownership directly and quickly, rather than routing customers to Support for matters they're equipped to handle — delivering a faster, better customer experience. For issues outside that scope, or when a customer isn't receiving satisfactory resolution through standard support channels, or has multiple concurrent issues needing coordination, serve as the customer's point person: take ownership of the situation end-to-end, partnering with internal support teams to drive it to resolution without unnecessary hand-offs, while remaining the customer's single point of contact throughout.
- Support Request Management: Triage, acknowledge, and resolve inbound customer support requests within defined SLAs. Partner with internal service and support teams to resolve technical issues, proactively communicate timelines to customers, and close the loop on every open ticket.
- Churn Prevention & Retention: Identify at-risk and cancellation-intent accounts within your portfolio and execute the save playbook, including defined triggers, talk tracks, and escalation paths. Document save outcomes, cancellation reasons, and retention trends, and escalate to the Director for executive intervention when warranted.
- Billing & Collections Support: Handle routine billing inquiries and collections outreach for past-due accounts within your portfolio, partnering with Finance on dispute resolution. Escalate complex billing situations promptly to minimize revenue leakage.
- Software Updates & Product Adoption: Communicate software update schedules, release notes, and upgrade paths to assigned customers. Guide customers through successful adoption of new versions and features, minimizing friction associated with version transitions.
- Customer Health Monitoring: Maintain accurate, up-to-date health scores for all accounts in your portfolio using product usage data, support activity, and NPS/CSAT signals. Use health scores to prioritize daily and weekly outreach and flag accounts requiring immediate attention.
- Team Build & Continuous Improvement: As an early member of a newly-formed department, contribute directly to building the CS playbook: outreach cadences, escalation protocols, health-scoring criteria, and ticketing hygiene. Share feedback and best practices with the Director and fellow CSAs as the organization scales.
- Expansion & Account Growth: Identify expansion opportunities within your portfolio and flag them to Sales for larger opportunities. Process routine one-time revenue transactions, such as adding licenses to existing accounts, on behalf of your customers.
- Voice of the Customer: Capture and synthesize customer feedback, support trends, and satisfaction signals from your portfolio. Share actionable insights with the Director of Customer Success to inform product, sales, and executive decision-making.
- Cross-Functional Collaboration: Partner with Sales, Product, Engineering, and Finance to ensure a seamless customer experience across renewals, expansions, escalations, and roadmap feedback loops within your portfolio.
REQUIRED SKILLS/PREFERRED SKILLS:
- SaaS Customer Success Experience: 2+ years in customer success, account management, onboarding, or a related customer-facing role, ideally within a SaaS or software company. Working familiarity with SaaS business models and subscription/renewal dynamics.
- Ownership Mindset: Demonstrated ability to take full accountability for customer issues from start to finish, without defaulting to hand-offs. Comfortable managing a high-volume portfolio while maintaining quality and consistency.
- Retention & Churn Awareness: Experience identifying at-risk accounts and engaging directly with customers to resolve concerns and prevent cancellation. Comfortable following a structured save playbook and escalating appropriately.
- Operational Discipline: Strong organizational skills with the ability to manage multiple workstreams simultaneously — outreach, support tickets, billing questions, and renewals — without losing accountability or attention to detail.
- Customer Success Tooling: Familiarity with CS platforms (e.g., Gainsight, ChurnZero, Totango) is a plus. Working knowledge of CRM tools (Salesforce preferred) and ticketing systems (Zendesk, Jira Service Management) preferred.
- Healthcare or Dental Software Experience: Experience in dental, healthcare IT, or another regulated vertical SaaS environment is a meaningful plus. Familiarity with practice management workflows is a differentiator.
- Communication Skills: Strong written and verbal communication skills with the ability to de-escalate difficult customer conversations and build trusted, long-term customer relationships.
- Adaptability: Comfortable operating in a newly-formed department where processes are still being defined. Willingness to help build and refine playbooks, workflows, and standards rather than working from a fully established process.
EDUCATION (Required/Preferred):
- Preferred: Bachelor's Degree in Business, Communications, or a related field, or equivalent professional experience.
Total Target Compensation: $70K - $75K USD annually, which includes a base salary and target variable incentive. Actual compensation will be determined based on factors such as skills, experience, and qualifications.
