At a Glance
- Tasks: Lead strategic reviews and drive customer success through data-driven insights.
- Company: Join a top-rated tech company redefining dental care with innovative SaaS solutions.
- Benefits: Enjoy remote work, regular meet-ups, and a culture that values diversity and flexibility.
- Other info: Be part of a diverse team committed to creativity and shared success.
- Why this job: Make a real impact in healthcare by enhancing patient care and operational efficiency.
- Qualifications: Experience in Customer Success and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Although primarily fully remote, regular planned meet‐ups will take place at our Head Office and through industry events, which you must be happy to attend.
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 are 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
- 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 programmes that genuinely improve patient care and operational efficiency, this role offers both impact and ownership.
About You
Proactive, commercially aware Customer Success 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
- Lead strategic business reviews with customers to align on goals, track progress and demonstrate measurable value through data‐driven insights.
- Monitor customer health using dashboards and automated alerts, proactively identifying risks and applying structured retention strategies when needed.
- Develop and maintain standardised digital success plans that connect customer goals with product capabilities and provide clear visibility of outcomes over time.
- Capture customer sentiment through NPS and feedback loops, using scalable processes to improve the customer experience and strengthen advocacy.
- Deliver digital‐first education programmes including webinars, presentations, and podcasts to drive product adoption with repeatable, measurable engagement.
- Promote best practice adoption and support value‐added product uptake to maximise operational efficiency and product value.
- Collaborate with Product teams by synthesising insights from customer feedback, support trends and Academy learning data to inform in‐product success initiatives.
- Activate and scale customer advocacy by identifying and nurturing champions for case studies, references, and community involvement.
- Foster peer‐to‐peer learning and share best practices through scalable community channels, supporting customer engagement and self‐service.
- Maintain accurate CRM records to ensure data integrity, actionable insights and reliable reporting across the customer lifecycle.
- Analyse Academy engagement trends and collaborate cross‐functionally to improve customer outcomes using standardised reporting processes.
- Attend trade shows or events as required.
What You'll Bring With You
- Previous experience within Customer Success with proven impact across key CS metrics.
- Clear, confident communication skills, able to build trust, lead strategic conversations, and deliver engaging sessions.
- A collaborative, customer‐centric mindset, working effectively with cross‐functional teams to champion customer outcomes.
- Experience with webinar or digital‐education platforms (e.g., Zoom, HubSpot Academy, Articulate).
- Preferred but not essential: Customer Success certifications (CCSM, Success HACKER, Gainsight, Cisco/TSIA).
- Preferred but not essential: 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
Customer Success Manager - SaaS in London employer: Software of Excellence
At Henry Schein One UK, we pride ourselves on being a forward-thinking tech company that champions customer success and innovation in the dental care sector. Our inclusive culture, recognised as one of the 'Sunday Times UK’s Best Places to Work', fosters diversity and flexibility, providing employees with ample opportunities for growth and collaboration. With a focus on meaningful impact and strategic engagement, our Customer Success Managers play a vital role in shaping the future of dental practices while enjoying the benefits of a supportive and dynamic work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - SaaS in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Software of Excellence. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Software of Excellence before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - SaaS in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Software of Excellence:Your cover letter is your chance to shine! Tell us why you want to work at Software of Excellence specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Software of Excellence!
How to prepare for a job interview at Software of Excellence
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
