Manager, Customer Success

Henry Schein One is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients.

Henry Schein One Canada has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. Our teams support a breadth of Dental Practice Management systems, including Dentally, Dentrix, Power Practice, and Dentrix Ascend.

About the Opportunity We are looking for a Manager, Customer Success to build and lead our post‑sale customer organization in Canada. This is a builder role. The CSM and Account Management functions are new, and you will be the person who designs the playbooks, hires the team, and establishes the rhythms that turn new customers into long‑term, expanding accounts. You will lead three groups: Customer Enablement (Training), Customer Success Managers, and Account Managers. Together, these teams are responsible for the full post‑sale customer lifecycle, from activation and adoption through to renewal, expansion, and long‑term retention. This role is ideal for someone with startup or scale‑up experience who thrives without a fully defined playbook.

What You’ll Do

Build & Lead the Customer Success Organization

Design and build out the CSM and Account Management functions, including hiring, training, and establishing operating rhythms for both teams

Lead, coach, and develop the Customer Enablement (Training), CSM, and Account Management teams with clear performance expectations and development plans

Create the playbooks, processes, and tooling that will become the foundation of HSOne Canada's post‑sale customer experience

Foster a culture of accountability, customer obsession, and continuous improvement across all three teams

Customer Enablement & Adoption

Oversee the Customer Enablement (Training) team to ensure customers are onboarded effectively, activated quickly, and continuously educated on HSOne's product suite

Build strategy to ensure that customers are getting the full value out of our tool

Define and track adoption milestones for Dentally and Dentrix customers, intervening where adoption is lagging

Build customer health scoring frameworks that give the CS team early visibility into churn risk and expansion readiness

Partner with Product and Marketing to develop self‑serve resources, webinars, and in‑product guidance that scale enablement efforts

Drive Retention & Expansion Revenue

Own revenue retention and expansion targets, including net revenue retention (NRR), contract renewals, and upsell/cross‑sell performance

Lead the Account Management team to identify, develop, and close expansion opportunities within the existing customer base

Manage renewal pipeline with forecast accuracy, ensuring at‑risk accounts are identified early and actioned appropriately

Partner with Sales on expansion plays and warm handoffs for accounts with growth potential

Cross‑Functional Partnership

Serve as the voice of the customer internally, surfacing product feedback, support trends, and customer sentiment to Product, Marketing, and Leadership

Partner with Sales on customer lifecycle management, ensuring clean handoffs from new‑logo close through onboarding and into steady‑state success

Collaborate with Operations and Finance on contract management, renewal scheduling, and revenue reporting

What You’ll Bring

7–10+ years of experience in Customer Success, Account Management, Customer Enablement or post‑sale customer‑facing roles in a B2B SaaS environment

Proven experience building and leading CS, Account Management and/or enablement teams, ideally in a startup or scale‑up environment where you've had to create structure from scratch

Demonstrated success owning retention and expansion metrics, including NRR, renewals, and upsell/cross‑sell performance

Experience designing and implementing CS playbooks, onboarding programs (post go‑live), and customer health frameworks

Strong understanding of recurring revenue models (ARR, NRR, churn, expansion revenue)

Experience with forecasting, renewal pipeline management, and CS performance metrics

Ability to lead multiple functions simultaneously, you're as comfortable coaching a CSM as you are reviewing a renewal forecast or scoping a new enablement program

Strong coaching and people development skills, with a track record of building high‑performing teams

Excellent cross‑functional communication skills, you know how to represent the voice of the customer to Product, Marketing, and Leadership

Experience in healthcare, dental, or a related industry is considered an asset

Leadership Expectations

Lead and develop a high‑performing team, motivating and inspiring individuals to reach and exceed targets

Provide regular coaching, feedback, and clear development plans for team members

Define what success looks like, and hold the team accountable to that

Create a transparent and consistent performance culture

Recruit and hire top talent to support team growth

Promote an inclusive, collaborative, and high‑trust environment aligned with company values

Compensation & Benefits The posted range for this position is between $165,000 CAD – $175,000 CAD, which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

Our benefits also include

3% RRSP matching

Comprehensive health benefits plan, including 100% drug coverage

3-week paid vacation, growing up to 5 weeks with tenure

Unlimited paid flex days

Paid Birthday off

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