Customer Success Manager

About Us

At Henry Schein One UK, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.

We’re innovators, relentless in our pursuit of customer success and constantly pushing the boundaries of the possible to create world-class SaaS products.

Culture matters to us. Celebrated as one of the ‘Sunday Times UK's Best Places to Work’ companies, our culture as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for everyone.

What We Do

Tech for good! Our SaaS product Dentally , solves real-world problems across three core areas.

Clinical AI‑powered diagnostics and note-taking, giving dentists an extra set of expert eyes on every x‑ray, further detecting subtle signs across conditions and boosting clinical accuracy in seconds.

Practice Management - Automating everything, ensuring dental practices get admin done quicker! Payments, Workflows & Patient Management, 3rd Party Integration, Reporting and Staff Instant Messaging.

Patient Experience A digital-first experience that empowers patients to manage appointments, complete medical forms, and make payments - all from their own device. No more old-school phone calls and paper forms.

Our Culture

We are problem solvers, not ticket takers, and we champion creative problem-solving. Customer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.

Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long-lasting partnerships that drive positive outcomes.

Your Impact

This is not a reactive support role, it’s a strategic Customer Success position at the heart of how we scale impact across dental practices. You’ll work with forward-thinking customers to unlock measurable value from our Dentally solution, leading meaningful business conversations, shaping adoption strategies, and influencing product innovation through real customer insight. If you’re motivated by driving outcomes (not just activity), and want to build scalable, data-driven success programs that genuinely improve patient care and operational efficiency, this role offers both impact and ownership.

About You

• Proactive and commercially aware - an advocate who thrives on combining relationship-building with structured, digital-first execution.

• You enjoy leading strategic reviews, spotting growth and retention opportunities through data, and building repeatable success frameworks, not just managing accounts day to day.

• You’re energised by customer advocacy and keeping up to date with the latest CS trends through events and shaping best practice at scale.

What You'll Do

Revenue Ownership & Customer Growth:
You’ll own a portfolio of customers, with a clear focus on driving retention and growth. This means taking accountability for commercial outcomes — including ARR, GRR, NRR and expansion — while ensuring customers consistently realise value from our products.

Strategic Customer Partnerships:
You’ll partner closely with your customers to understand their goals, run impactful business reviews, and use data to clearly demonstrate the value we deliver. Along the way, you’ll spot both risks and opportunities early — acting quickly to protect renewals and uncover growth potential.

Customer Health & Retention Management:
Day-to-day, you’ll use dashboards and insights to stay on top of customer health, proactively managing churn risk and applying structured retention strategies where needed. You’ll also work closely with Sales to identify and progress upsell and expansion opportunities within your accounts.

Scaled Customer Enablement:
A big part of this role is scale. You’ll design and deliver digital-first success experiences — from webinars and education programmes to success plans — helping customers adopt best practices and get the most out of our products in a repeatable, measurable way.

Customer Insight & Product Influence:
You’ll also be the voice of the customer internally. By bringing together feedback, product usage insights, and learning data, you’ll help shape product improvements and drive better customer outcomes, working closely with our Product Development team.

Customer Advocacy & Community Building:
Beyond this, you’ll help build a thriving customer community. Identifying champions, encouraging advocacy, and creating opportunities for customers to learn from each other, including attending industry events (we're attend the biggest events in the country).

Data, Governance & Performance Tracking:
Behind the scenes, you’ll keep CRM data clean and actionable, track key metrics across your portfolio, and use insights to continuously improve performance and customer outcomes.

What You'll Bring With You

• Strong commercial mindset - experience owning retention and growth metrics such as GRR, NRR, ARR, and expansion revenue.

• Proven experience in Customer Success, with a track record of improving customer health, driving adoption, and delivering measurable outcomes

• Confident communicator - builds trust, leads strategic conversations, and clearly articulate value

• Data-driven - Comfortable using data and insights to drive decision-making

• Ability to identify & progress upsell and expansion opportunities alongside delivering value

• Experience delivering or contributing to digital-first engagement such as webinars, education programmes, or scalable success initiatives

• Experience with tools such as HubSpot, SalesForce, GainSight, ChurnZero, etc

  DESIRABLE :

• Customer Success certifications (e.g. CCSM, SuccessHACKER, Gainsight, Cisco/TSIA)

• Healthcare or dental industry experience

Diversity

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

Our Values

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:

Community

• Each Person is as Important as the Next

• Open Communication

• Diversity & Inclusion

Caring

• Corporate Citizenship

• Shared Success

Career

• Ethics

• Recognise Creativity & Encourage it

• People are our Greatest Asset

We look forward to hearing from you :)