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. You are comfortable building structure from scratch, rallying a small team around a clear mission, and balancing the strategic work of function design with the hands-on realities of an early-stage CS organization.

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 our their 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 w