Strategic Success Manager - US Remote

Title

Strategic Success Manager

Location

Remote in United States, traveling 25%

About LightForce 

LightForce is a 3D printing technology company focused on the orthodontic space. Our digital platform empowers orthodontists with 3D-printed tooth-moving tools. In 2019, we launched our first product - the world’s only, fully customized 3D printed bracket system and digital treatment software. We are proud to be one of the fastest growing companies in the industry. Learn more at: www.lf.co 

Description 

LightForce Orthodontics is seeking a Strategic Success Manager to join our rapidly expanding Strategic Accounts organization. As a Strategic Success Manager, you will act as the customer's trusted advisor providing a voice, support, guidance, and knowledge resources that will facilitate the achievement of their business objectives using the organization's products and services throughout all phases of the customer lifecycle. This is a new role and is critical to the success of our customers.

Essential Duties and Responsibilities 

• Implement strategies and processes that deliver consistent customer satisfaction and retention
• Understand customer goals and objectives and showcases LF value to all customers
• Ensure customers are aware of product updates and new offerings 
• Utilize extensive product knowledge, problem-solving skills and training to enhance customer engagements and achieve successful outcomes 
• Coordinate with internal teams to access additional resources and facilitate the solutions and tools needed by customers 
• Deliver customer feedback as a voice of the customer to internal teams identifying customer needs, ideas, and challenges 
• Advocate for solutions, product enhancements, and other actions to meet the needs of customers 
• Develop and execute strategic account management plans for key customers, fostering long-term relationships and ensuring alignment with their business objectives

Education and Experience: 

• Bachelor’s Degree or higher required, preferably in business, marketing, or communications.
• 5+ years of experience in a sales or customer success role 

Required Qualifications 

• Availability to travel within the US up to 25% of the time 
• Experience in the orthodontics industry, dental, medical devices, or B2B
• Customer-centric mindset
• Strong communication skills - Ability to clearly explain solutions, actively listen, and build relationships
• Problem solving skills and proactively address customer concerns
• Proven business acumen
• Consulting skills 
• Ability to work both independently and within a team environment 
• Technical proficiency in Salesforce
• Collaboration skills - Work cross functionally with sales, product, support, and marketing

Preferred Qualifications 

• 3+ years of experience in the orthodontics industry, preferably in a sales or customer success role
• Data-driven mindset - Experience with customer analytics, KPIs, and success metrics
• Negotiation skills - Ability to identify and execute upsell/cross-sell opportunities

Perks & Benefits (US Employees Only)

PTO/Paid Holidays, Medical, Dental, and Vision plans, Voluntary life insurance, 401k Retirement plan, Fringe benefits, Paid parental leave, Workplace perks such as food/coffee. Allowances for those in commercial sales positions 

We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. We would strongly encourage you to apply, even if you don't believe you meet every one of the preferred qualifications described. 

LightForce Orthodontics is an Equal Opportunity/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, Protected Veteran status, sexual orientation, or any other characteristic protected by federal, state, or local law.