Customer Success Manager & Technical Support USA

Job description: Customer Success Manager & Technical Support

Location: California, USA

Salary: Competitive, based on experience

Start Date: ASAP

Experience: 3+ years in dental industry and 2+ years in dental software, ideally in the dental laboratory space.

Job Type: Remote/Hybrid

This position will start as a remote position with the requirement to visit clients, on an ad hoc basis, within the USA and Canada.

As the company grows within the USA there will be the requirement to go Hybrid.

Check us out here: https://www.greatlabdental.com

About Us

Our mission is to make labs great.

We’re building cutting-edge software that powers dental labs and clinics — simplifying operations, supporting growth, and creating joyful user experiences. As we grow our presence across North America, we’re looking for a confident, tech-savvy, and people-loving Customer Success Manager & Technical Support to join our team.

Your Role

This is a dynamic hybrid role that blends customer success/sales engagement, onboarding and technical support. You’ll be the friendly face and voice of our brand—on camera, in-person, and online. From answering support tickets to running live product demos and attending global tradeshows, your job is to delight and support customers while helping convert prospects into happy users.

Responsibilities

• Deliver world-class technical support to users via ticketing software, virtual meetings & other communication systems
• Produce video tutorials and walkthroughs (camera-facing, clear speaking skills essential)
• Host live webinars and explain product features with charm and clarity
• Onboarding of USA clients
• Travel to client sites to assist with onboarding (in Canada and USA)
• Attend tradeshows (in Canada and USA) as a brand ambassador - these will be on an adhoc basis
• Collaborate with the sales and product team to improve user onboarding and training
• Contribute to help center content and knowledge base articles
• Act as a trusted advisor—identify ways to add value and make customers smile
• Customer retention / account management responsibility
• Ownership of customer lifecycle

Requirements

• Based in the California, USA
• Occasional travel required within Canada and USA for customer support, as well as occasional attendance at trade shows or events.
• 2+ years of experience in the Dental Industry
• Prior experience in software support or SaaS environments
• Excellent written and verbal English communication
• Comfortable being on-camera for video tutorials and live demos.
• Skilled in using CRMs, support ticket systems, and help desk tools
• Strong problem-solving mindset with a customer-first attitude
• Outgoing, bubbly personality - a people person who makes others feel comfortable

What We Offer

• A fast-growing, mission-driven company in the dental tech space
• Opportunity to shape a key customer-facing role with autonomy
• International travel and career growth opportunities
• Friendly, supportive team and hybrid working flexibility

Ready to bring your energy, charm, and tech-savviness to a growing dental SaaS company?

Job Type: Full-time

Pay: $85,000.00 - $110,000.00 per year

Application question(s):

• Are you located (Living) in California?
• Do you have 3 years experience in the Dentistry Industry?

Work Location: In person