Customer Success & Implementation Manager

About Us

At AirPay, we are on a mission to improve the consumer experience for dental patients.

We are growing rapidly, partnering with top dental provider groups and insurance carriers.

Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more. 

We are committed to delivering exceptional customer service and building lasting relationships with our users. We’re looking for a dynamic and motivated Customer Success & Implementation Manager to join our team and help us maintain our high standards of customer care.

About the Role

As a Customer Success & Implementation Manager, you will be responsible for owning the end-to-end experience for a set of dental practices using AirPay software.  You will guide clients through the implementation of our technology, ensuring that their needs are met from initial setup to successful adoption, and continue to manage the relationship post-launch. Your goal is to ensure customers derive maximum value from our solutions, which will result in high satisfaction, retention, and growth opportunities. 

This is an in-person role based out of our New York City office, with flexibility for some remote work.

Key Responsibilities

• Act as the primary point of contact for assigned customers during & after implementation, ensuring ongoing success and engagement with the product
  

• Lead the implementation process for a portfolio of strategic customers, tailoring the plan to meet each customer’s needs
  

• Define project timelines, milestones, and deliverables, and manage customer & internal expectations throughout the process leading to an on-time & high-quality deployment of AirPay
  

• Own end-to-end product configuration, implementation, onboarding, and training for a complex, data driven product across concurrent customers
  

• Provide workflow guidance and customized training & best practices to ensure users are fully equipped to use the product
  

• Drive customer adoption and maximize product usage, ensuring customers achieve their desired outcomes
  

• Build and nurture strong, long-lasting relationships across stakeholders - users, leadership - within the Dental Service Organizations (DSOs)
  

• Conduct regular check-ins, business reviews, and account health assessments to proactively address challenges, maximize customer value with the product, and identify opportunities for growth
  

• 5+ years of experience in consulting, client services, or customer success. Prior experience within tech or in implementing software solutions is a requirement.
  

• Strong critical thinking and problem-solving abilities
  

• Strong project management skills with the ability to manage multiple customers and projects simultaneously, ensuring deadlines and milestones are met.
  

• Demonstrated ability to build and maintain strong relationships with key decision-makers and stakeholders, ensuring customer satisfaction and loyalty.
  

• Adaptability and self-motivation; desire to work in a startup environment where roles may shift and we may encounter new and unfamiliar situations
  

• Strong work ethic. We are committed to excellence, so we work harder and smarter.
  

• Believes that work should be enjoyable. We are a close-knit team and care about having fun at work — we want you to feel the same.
  

• Mission-oriented with an interest in healthcare & fintech, and eager to be part of solving America’s healthcare crisis
  

• Based in NYC or willing to relocate, and able to work in the office at least 3 days a week.
  

Please note that you must be legally authorized to work in the U.S. for this position.