CUSTOMER SUCCESS LEAD
Job Description
The Customer Success Lead is responsible for leading and supporting the Customer Success team to ensure an exceptional experience for our customers, patients and internal stakeholders.
This role serves as a key connection point between our customers, Customer Success Coordinators, Production and Management. The Customer Success Lead provides day-to-day leadership, coaching and training to the Customer Success team while ensuring customer inquiries, cases and operational requirements are handled accurately, efficiently and with a strong sense of urgency.
The ideal candidate is an experienced customer service professional who thrives in a fast-paced environment, is highly organized and detail-oriented, and has a natural ability to lead, coach and develop others. They are confident handling customer escalations, solving problems and identifying opportunities to improve processes and the overall customer experience.
Team Leadership & Development
- Lead, coach and support the Customer Success Coordinator team in their day-to-day responsibilities
- Provide training, onboarding and ongoing development for new and existing team members
- Establish clear expectations and reinforce customer service and operational standards
- Monitor team performance, workload and service levels and provide coaching where required
- Act as a resource and escalation point for Customer Success Coordinators
- Support performance management and provide feedback to team members in partnership with Management and HR
- Promote a collaborative, accountable and customer-focused team environment
- Identify training gaps and develop or recommend appropriate training and resources
- Ensure team members are following established processes, procedures and communication standards
Customer Experience & Relationship Management
- Ensure customers receive consistent, professional and exceptional service across all communication channels
- Handle complex customer inquiries, concerns and escalations with professionalism and sound judgment
- Build and maintain strong relationships with dental offices, clinicians and other key customers
- Monitor customer concerns and identify recurring issues or opportunities for improvement
- Ensure customers receive timely and accurate case communications and status updates
- Support the team in resolving customer issues and ensuring appropriate follow-through
- Maintain a strong understanding of customer needs and translate feedback into actionable improvements
Customer Success Operations
- Oversee daily Customer Success workflows to ensure cases and customer requests are managed efficiently and accurately
- Monitor case flow, priorities and deadlines and help coordinate resources when issues or delays arise
- Ensure accurate case tracking, production updates and customer communications
- Oversee scheduling and coordination of patient appointments as required
- Support invoicing and accounts receivable processes
- Oversee shipping, receiving and case preparation processes
- Ensure accurate maintenance of customer, case, inventory and pricing information within the ERP system
- Work closely with Production and other departments to resolve case issues and maintain service standards
- Identify operational bottlenecks and proactively address issues before they impact the customer
- Assist Management with reporting, analysis and other operational initiatives as required
Process Improvement & Systems
- Evaluate existing Customer Success processes and identify opportunities to improve efficiency, accuracy and customer experience
- Develop, document and maintain standard operating procedures and workflows
- Identify opportunities to improve the use and functionality of ERP and other technology systems
- Support the implementation of new processes, systems and tools
- Monitor key Customer Success metrics and provide recommendations to Management
- Promote consistency and accountability in the execution of Customer Success processes
- Participate in cross-functional projects and initiatives as assigned
General Responsibilities
- Act as a positive ambassador for Milident and its commitment to exceptional customer service
- Maintain confidentiality of customer, patient and company information
- Perform other duties or projects as assigned by Management
Qualifications
- 3+ years of experience in customer service, customer success, account management, operations or a related role
- Previous leadership, supervisory, coaching or team lead experience strongly preferred
- Experience working in a fast-paced, high-volume customer service environment
- Exceptional communication and relationship-building skills
- Strong problem-solving and conflict-resolution skills
- Highly organized with excellent attention to detail and accuracy
- Ability to prioritize competing demands and work effectively with a strong sense of urgency
- Demonstrated ability to coach, train and motivate others
- Customer experience-focused approach to problem solving and decision-making
- Strong written and verbal English communication skills
- Dental industry experience strongly preferred
- Experience working with dental laboratories, dental offices or dental technology considered an asset
- Experience with ERP systems and/or CRM platforms
- Proficiency with Microsoft Office Suite
- Strong ability to learn and adapt to new technology and systems
- Ability to work collaboratively with multiple departments and levels of the organization
Key Success Measures
Success in this role will be demonstrated through:
- Consistently high levels of customer satisfaction and service
- Effective leadership, development and performance of the Customer Success team
- Timely and accurate customer communication and case management
- Reduction of customer escalations and recurring service issues
- Strong collaboration between Customer Success, Production and other departments
- Improved efficiency, consistency and accountability within Customer Success processes
- Accurate ERP, case and customer information
- Successful implementation of process and system improvements
