At Spear, our mission is to help dentists and their teams pursue and achieve “Great Dentistry.” Spear drives dental practice growth by advancing our clients clinical skills, improving their practice management capabilities and enhancing the patient experience by leveraging both our deep dental expertise and our technology forward solutions. We offer holistic solutions that include a full learning management system, a practice consulting service supported by a robust analytics platform and industry experts, and patient engagement tools that complement the normal workflows within a dental practice. In addition, we deliver live, collaborative education led by the brightest clinical and business minds in dentistry through virtual seminars and events, as well as through hands on learning opportunities at our state-of-the-art campus in scenic North Scottsdale. Discover how you can join our diverse and talented team and make an impact at one of the most dynamic companies in Arizona.

Under the direction of the SVP, the Vice President of Customer Success is responsible for the strategy, staffing, operation, and growth of Spear Practice Solutions. This role is focused on driving tight and innovative processes and leading and developing an industry-leading team in a high-performance culture.   

Essential Functions 

Operations: 

You will drive, manage and support the execution of Spear's Practice Growth customer journey and drive scalability that allows Spear to exceed budget goals for new members, retention and recurring revenue.  A gift for driving operations and process is critical to success. 

• Shape and execute the Practice Growth strategy, annual business plan, and meeting of retention goals. 
• Utilize analytics to assess external impact and internal efficiency; monitor and address findings.  
• Utilize NPS, Customer Health and user engagement metrics from sales to on-boarding and membership engagement to make process and tactical improvements. 
• Lead and drive continuous improvement of the customer journey and client interaction efforts.
• Develop and lead operational improvement initiatives that yield long term scalability within the department. 
• Participate as a Subject Matter Expert, representing Spear Practice Solutions, in company-wide strategic initiatives. 

Client Focus: 

You will maintain a high degree of focus on client outcomes so that each client is individually monitored and managed to achieve success through utilization of Spear’s entire ecosystem of products and services.  A successful candidate has a talent for understanding customer needs and connecting them to organizational solutions. 

• Ensure clients are successfully oriented to the suite of products, tools and services offered within Spear Practice Solutions. 
• Partner with Product team to improve customer journey, refine tools/resources as needed and execute complete product/tool training.  
• Lead formalized metric review and client analysis to proactively influence client experience and engagement. 
• Lead cross functional alignment across product, content, technology and operations in support of the Practice Solutions delivery model. 

Leadership: 

You will establish a high performing organization of skilled practice growth partners that can achieve all metrics and be easily scaled. A passion for leading people and developing team members is a must. 

• Ensure the team has effective knowledge systems, administrative tools, talent management and development processes and other procedures.
• Drive and support a culture of high engagement.
• Provide constructive feedback, facilitate team member growth and development, and support professional/personal goals.
• Understand team member accomplishments and drive recognition activities within your team and cross functionally.
• Be a role model by aligning with and exhibiting behaviors consistent with Spear core values and promoting those values within the team.  

• 10+ years of leadership experience preferably in a SaaS Organization
• Proven experience building out process and managing to metrics.
• Strong management abilities, including leadership orientation, project planning, staff development, and problem-solving ability.
• Strong analytic skills and ability to work with qualitative and quantitative data. 

What Spear Offers

As the leader in our industry, we rely on the creativity and expertise of our people to deliver the best for our clients. In return, we invest in our employees by offering a diverse suite of benefits. We believe in offering choice and flexibility to keep our employees and their families healthy and happy today forward.

• Great Work/Life Balance - Unlimited time off program along with paid time off for volunteering. We also have shorter meetings times and Core Hours to help support a healthy work life balance for employees in all time zones!
• Comprehensive Health & Wellness Benefits - Medical (including your pets!), Dental, & Vision benefits and a 401k with a generous match. We also offer Maternity & Paternity Leave. Additional benefits include Mental Health Day, and the Maven Maternity & Health Joy apps.
• Company Sponsored Events - Think costume contests, annual Wellness Day, May the 4th be with you, Friday afternoon "Get Giphy With It", team builders, and 5k’s!
• Career Development Pathways - Career development through continuous coaching, training, and on the job learning along with a quarterly review process.
• Remote and Hybrid Work Options - You can work remote, onsite, or anywhere in between! We know great talent lives all over! If you don't live in Arizona and are interested in working at Spear, we will consider each state on a case-by-case basis due to the implications of doing business in each state.
• STRIVE Program - Our peer recognition program that helps us celebrate one another's efforts and accomplishments. We like to recognize and reward the most amazing coworkers around!
• DE&I - We care about each other and have our Spear Collective groups to support this to ensure everyone feels a strong sense of belonging.
• Transparent Communication - We believe in a collaborative and trustworthy workplace with bi-weekly Company Wide All Hands Meetings and weekly 1:1's. We also send out weekly Office Vibe surveys to all employees for insights and feedback - we listen so we can make positive changes!

Spear Education deeply values diversity and what it brings to our communities and our organization. 

Everyone is welcomed here, regardless of how you look, your physical abilities, where you come from, when you were born, what you believe in, how you identify, who you love, how you think, and whether or not you have served.

We seek to create a culture where each person feels heard, supported and engaged in a positive, empathetic way. 

We are allies in, and advocates for, our shared humanity.

All your information will be kept confidential according to EEO guidelines.