About EviSmart

EviSmart is the operating system for dental laboratories — delivering CAD Design Services, Lab Management Software, and Workflow Automation to thousands of customers across 28 countries.

About the Role

We're hiring a function-founding Customer Success leader to own the entire post-sales experience and build CS into a true revenue engine. This is a builder role — you'll design the playbooks, prove them yourself, then scale the team to run them.

Your mandate: Transform a support-focused CS function into a revenue-driving organization, dramatically improving Net Revenue Retention.

What You'll Do

Drive Expansion Revenue

Build and execute cross-sell and upsell playbooks across our product suite
Identify expansion triggers using usage data, workflow signals, and predictive analytics
Transform QBRs from check-ins into strategic growth conversations

Own Retention

Build customer health scoring from scratch — define inputs, weight signals, create actionable risk tiers
Develop intervention and save playbooks for at-risk accounts
Monitor contraction indicators and drive proactive re-engagement

Optimize Onboarding

Define "Time to First Value" metrics for each product line
Build segmented onboarding journeys for enterprise, SMB, and practice segments
Establish Sales-to-CS handoff processes that set customers up for long-term success

Build & Lead the Team

Design the CSM org from scratch: Strategic, Growth, and Scale segments with quota accountability
Lead CS, Support, and Technical Integration across global offices
Run weekly pipeline reviews with the same rigor as a sales org
Be the first CSM if needed — carry accounts yourself to prove the model

Enforce Execution Standards

Develop playbooks for all post-sales motions and roll them out with structured training and certification
Measure effectiveness, iterate quickly, and hold people accountable
Partner cross-functionally with RevOps, Product, Engineering, Marketing, and Sales

Requirements

Must Have

5–7+ years managing CSM organizations with direct reports in B2B SaaS
Proven NRR/GRR improvement track record with specific, quantifiable results
Experience building health scoring and trigger-based expansion programs from scratch
Have carried quota yourself or managed quota-carrying CSMs
HubSpot CRM proficiency (hands-on)
Track record of developing playbooks AND enforcing them with commercial rigor

Preferred

Experience scaling through hypergrowth at a previous company
Multi-product or services + SaaS hybrid experience
Vertical SaaS experience (dental, healthcare, manufacturing, or similar)

Leadership Attributes

Lead from the front — never ask your team to do what you haven't done yourself
Courageous — have hard conversations, give direct feedback, make tough calls
Disciplined — follow through relentlessly, hold yourself and others to high standards
Commercially oriented — CS is a revenue function, not a cost center
Builder mentality — energized by creating from scratch, not overwhelmed by ambiguity

What We Offer

Ownership — build Customer Success from the ground up
Impact — board-level priority with direct line to company growth
Global reach — lead teams across multiple international offices
Challenge — a unique services + software model across global markets
Support — strong partnership with RevOps, Product, Engineering, and the executive team