As Kubo’s Founding Customer Success Manager, you’ll own the customer relationship from initial setup and training through ongoing adoption, retention, and growth. You’ll work directly with surgeons, office managers, and practice administrators at solo practices and organizations with multiple locations.
This is a hands-on role. You’ll get practices live, help teams make Kubo part of their daily workflow, and stay close enough to spot problems before they become reasons to leave. When an additional Kubo capability could solve a customer’s problem, you’ll help them evaluate and adopt it. You’ll also work closely with the founders to build the customer success function — documenting what works, improving onboarding, and creating systems that let us support more practices as we grow.
What you will do
- Own onboarding from kickoff to go-live. Understand each practice’s workflows, coordinate account setup, collect materials such as letterheads and referral lists, and work with their IT team and Kubo’s technical team to get the practice management system sync configured.
- Train the whole office. Lead virtual sessions for surgeons, surgical assistants, implant coordinators, and office managers. Help each person understand the workflows relevant to their role and feel confident using Kubo.
- Tailor prompts and templates. Learn how to configure and refine note templates and AI prompts for different surgeons and specialties. Work with customers to improve output based on their feedback, and turn common needs into reusable templates.
- Drive adoption and retention. Follow up after launch, monitor usage, and reach out when engagement drops. Find out what’s getting in the way, resolve workflow issues, and coordinate technical help when needed. Own the follow-through so customers know where things stand.
- Identify opportunities to expand value. Recommend additional capabilities when they address a clear customer need — for example, digital consents for a practice struggling with its consent workflow. Support adoption across additional doctors and offices when there’s a fit.
- Bring customer insight to the product team. Turn feedback and recurring issues into clear examples, priorities, and feature requests. Keep customers informed as their feedback leads to improvements.
- Build repeatable processes with AI. Create onboarding playbooks, training materials, and customer health tracking. Use AI and automation to reduce repetitive work, and establish practical metrics for time to go-live, adoption, and retention.
What we are looking for
- 2+ years in customer success, implementation, onboarding, or a similar customer-facing SaaS role, including direct experience helping customers adopt software. Experience in health tech, dental or medical software, or AI documentation is especially relevant.
- Clear, adaptable communication. You can train an office team, work through a busy surgeon’s concerns, and write a concise follow-up that makes next steps obvious.
- Practical AI fluency. You already use tools such as Claude or ChatGPT in your work, can explain where they help, and know how to check and improve their output.
- Comfort troubleshooting software and workflows. You ask useful questions, work through unfamiliar problems, and know when to bring in technical help.
- Strong ownership and organization. You can manage several practice launches alongside ongoing customer needs, prioritize your day, and ask for help early when something is blocked.
- An instinct for building processes. You notice repeated problems and turn what you’ve learned into a checklist, template, or better way of working.
Nice to have
- Experience with oral surgery, periodontics, implant dentistry, or full arch clinic operations.
- Familiarity with Open Dental, WinOMS, OMSVision, DSN, or similar practice management systems.
- Experience as a founding or early customer success hire at a startup.
- A background as a surgical assistant, dental assistant, or treatment coordinator.
Compensation and benefits
- Competitive salary package depending on relevant skills and location.
- Comprehensive health, dental, and vision insurance.
- Remote work within the United States, Central time zone preferred.
- A one-time $500 to set up your home workspace: monitor, chair, desk, whatever you need.
- Four company-wide Fridays off each year—scheduled in advance and genuinely protected.
- Occasional travel for practice visits, team offsites, or industry events such as AAOMS and AAP — most work is remote.