SMB Customer Onboarding Specialist at Dental Intelligence Inc.: 100% Remote (US)
Title: SMB Customer Onboarding Specialist Location: Remote (United States) Department: Customer Onboarding Job Description: What You'll Do: As an SMB Customer Onboarding Specialist, you will guide small and mid-sized dental practices through a seamless onboarding experience. Your role is critical in driving early adoption, ensuring configuration success, and empowering practices to integrate our tools into their daily operations. You’ll serve as both a strategic consultant and customer champion—ensuring each account is set up for long-term success. Location: This is a fully remote position open to candidates residing in any U.S. state where Dental Intelligence is authorized to employ. Outcomes You'll Own: Own the Onboarding Journey
- Manage relationships with assigned SMB clients from post-sale to full adoption.
- Coordinate internal and external stakeholders (Sales, Installation, IT, etc.) to ensure a seamless onboarding.
- Proactively manage your pipeline to ensure timely training, support, and configuration milestones are hit.
- Log detailed customer interactions and notes in Salesforce to maintain pipeline visibility.
Drive Value and Feature Adoption
- Learn and document each customer’s unique goals and create success plans tailored to those objectives.
- Facilitate strategic conversations around how our software supports business goals and ROI.
- Ensure all features are fully configured and incorporated into daily workflows.
Deliver Exceptional Customer Experience
- Provide expert-level software training through 1:1 sessions and digital resources.
- Handle escalations professionally and efficiently, resolving challenges with ownership and empathy.
- Send recap emails, surveys, and follow-up resources after every session to reinforce learning and satisfaction.
Be a Team Player
- Actively participate in weekly team meetings, 1:1s, and cross-functional initiatives.
- Collaborate with peers, share knowledge, and help train new team members when needed.
- Identify opportunities for process improvements and customer experience enhancements.
Success Looks Like:
- 85%+ average pre-appointment completion
- 20+ completed onboarding events per week
- Average weekly call score of 3.5 or above
- Customer Satisfaction Score (CSAT) of 4.5+
- Onboarding churn rate below 3%
- 85%+ of SMB accounts retained
- Customer Utilization Score of 70%
What We're Looking For:
- Experience in customer onboarding, success, or implementation—ideally in SaaS or dental/healthcare industries.
- Strong project management, organization, and time management skills.
- Confident communicator who can lead strategic conversations with clients.
- Comfortable using platforms like Salesforce, Gainsight, Zoom, and digital training tools.
- A proactive, curious, and empathetic team player who thrives in fast-paced environments.
- Bi-Lingual Spanish speaker is a plus
Our Core Values:
- Community Over Ego – We win together.
- Ownership Over Order-Taking – You lead within your role.
- Growth Over Comfort – We’re always improving.
- Outcomes Over Output – We focus on what works.
- Authenticity Over Convention – Bring your whole self to work.
What You'll Love About Us:
- Flexible Paid Time Off + 10 company-wide paid holidays
- Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
- Company paid Life, Disability & AD&D
- Mental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!
- Fully Paid Parental Leave
- 401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors.
- Learning & Development Reimbursement program
- Collaborative, mission-driven team that values innovation and fun
Please Note: All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.