Customer Success Specialist
$90k - $100k USD
Incisive is a fast-growing healthcare technology company transforming how dental practices adopt and scale digital restorative workflows. Through our restorative dentistry platform, we remove financial and operational friction for dentists while aligning incentives across labs, distributors, and manufacturers.
We are early, capital-efficient, and scaling quickly. The next phase of our growth depends on building a durable, scalable B2B software platform that becomes the operating system for our ecosystem.
ABOUT THE ROLE
We are hiring our first dedicated Customer Success Specialist focused on driving growth and retention across our customer base.
This role will own the full portfolio of active practices and is responsible for ensuring each account is maximizing the value of the Incisive network. You will serve as a strategic partner to practices, helping them increase digital workflow adoption, optimize lab utilization, and expand into additional product categories. You will also help build the playbook for mid-life customer management as we scale.
KEY RESPONSIBILITIES
Customer Growth & Performance
- Own all active customer accounts
- Increase utilization and ensure practices exceed minimum lab commitments
- Identify opportunities to increase wallet share within the Incisive network
- Drive adoption of additional product categories (aligners, dentures, high-esthetics, AOX, etc.)
- Lead expansion conversations directly with practice owners
Retention & Customer Health
- Monitor usage trends and identify early risk signals
- Address underutilization and lab dissatisfaction
- Lead retention save efforts
Process Development
- Build and document the mid-life customer success motion
- Define account segmentation and outreach cadence
- Develop expansion messaging and best practices
WHAT WE’RE LOOKING FOR
- 4–8+ years in the dental industry (practice, dental lab, DSO, distributor, or dental tech)
- Experience in dental sales, account management, or customer success
- Strong understanding of restorative workflows and digital dentistry
- Ability to run expansion conversations directly with practice owners
- Data-oriented and comfortable interpreting performance metrics
- Highly organized and self-directed
- Builder mindset — able to create structure where it doesn’t yet exist
- Comfortable operating in a fast-moving startup environment
BENEFITS
- Remote-First: Work from anywhere with flexibility to manage your schedule
- Unlimited PTO: We trust you to balance work and life without counting days
- Growth Opportunity: As an early team member, you'll have opportunities to shape our company and advance as we scale
- Culture: Small, fast-growing team that works hard and has fun along the way
- Modern Tools: Latest technology and systems to do your job effectively
- Competitive Compensation: $90,000-100,000 salary, variable compensation, and stock options