Who are we?

Eon Dental is a high-impact medical devices & tech company growing at neck breaking speed. We are a team of over ~500 colleagues dedicated to making Eon Dental a leading global player in the clear aligner and dental services industry.

Eon Dental aims to deliver value to dentists and orthodontists worldwide by offering a superior quality product, dynamic pricing, treatment schemes as well as after-sales service and assistance.

Software and innovation are involved in all aspects of our product lifecycle; beginning from an engaging experience on the frontend applications that serves customers and dentists to robust backend solutions for process management and automation.

Our excitement about the vision and mission of the company has enabled us to foster a great culture and an exciting work environment that is based on building synergies and our team’s exceptional talent to make our customers’ experience outstanding.

Your Impact

The Senior Customer Success Manager role is based in Amman, Jordan, reports to the Client Success & Growth Manager and will be responsible for leading Eon One customers to ensure successful adoption, satisfaction, and retention among healthcare professionals. This role provides strategic guidance, clinical expertise, and exceptional customer service to drive clinical outcomes, customer loyalty, and business growth. Additionally, the Senior Customer Success Manager plays a pivotal role in mentoring junior team members and aligning cross-functional initiatives to support customer success at a strategic level.

What You'll Do

• Support and manage the Customer Success team dedicated to Eon One customers by providing mentorship and guidance, and coach CSMs on customer relationship management strategies to help them grow their skills and achieve team objectives.
• Build and maintain strong relationships with key healthcare professionals, including orthodontists and dentists, who use Eon One.

• Serve as a strategic advisor to customers, understanding their objectives and aligning Eon One solutions to meet those goals.
  

• Collaborate with internal clinical support teams to ensure accurate and timely resolution of customer issues.
  

• Contribute to the overall customer success strategy at the organizational level by suggesting high-level improvements and developing and implementing initiatives to drive adoption, retention, and expansion of Eon One within customer accounts.
  

• Conduct regular business reviews and strategic planning sessions with key customers to identify opportunities for product usage optimization and expansion.
  

• Work closely with sales, product management, and marketing teams to ensure alignment on customer needs, product enhancements, and go-to-market strategies.
  

• Advocate for customer requirements and feedback internally to influence product roadmap decisions and improvements.
  

• Leverage customer data to predict trends and identify opportunities for service improvement and business growth.
  

• Monitor and analyze key performance metrics such as customer satisfaction scores (CSAT), Net Promoter Score (NPS), retention rate, and expansion revenue.
  

• Prepare and present comprehensive reports on customer health, team performance, and strategic account activities to senior management.
  

• Ensure that customers are proficient in utilizing Eon One to achieve optimal clinical outcomes and patient satisfaction.
  

• Drive customer renewals and contract expansions by demonstrating the clinical and business value of Eon One.

• Identify upsell and cross-sell opportunities based on customer usage data, clinical outcomes, and additional needs.
  

• Adhere to the quality standards and safety procedures as per the company guidelines and local regulations.
  

• Take appropriate actions in relation to any hazards and work-related issues, and escalate as needed, in order to ensure prompt and effective resolution.
  

• Perform other job-related tasks as assigned by the line manager, in order to ensure the fulfillment of organizational objectives.
  

What To Bring

• 4+ years of experience in customer Success or account management roles
  
• flexibility working in the US time zone
  
• excellent command of written and spoken English
  
• Experience in B2B customer success
  
• Experience with CRM and CS Tools
  
• Strong cross-functional collaboration experience to support customer success.
  
• Experience with both EU and US markets is preferred.
  
• Ability to speak additional languages such as French or Spanish is a plus

What We Offer

• Great culture and growth opportunity
• The chance to personally impact Eon’s customer experience
• Push your boundaries working with highly motivated and cross-functional teams

Interested?

Then apply for this position by clicking on the apply button. All applicants must send an updated CV in English.