Customer Success Manager

The Opportunity

It’s an exciting time to join icortica. We are a fast-growing SaaS startup helping businesses grow efficiently by improving retention, increasing share of wallet, and strengthening customer onboarding.

icortica transforms scattered operational data into clear, actionable insights. We help companies identify the right conversations to have at the right time; whether that’s preventing churn, recovering at-risk accounts, or uncovering cross-sell opportunities.

As a customer Success Manager, you will guide customers through the successful adoption of the icortica platform. You'll focus on customer training, handling support and user requests, (non-technical) workflow configuration, and providing proactive support that makes our customers feel like partners.

You will be the second hire on the Customer Success team, with significant opportunity to grow alongside the company. This role is ideal for someone who thrives in a fast-paced environment and is comfortable building structure while scaling.

We are a small, elite, high-performing team that values ownership, clarity, and results. We move quickly, celebrate wins together, and constantly refine how we operate.

• Project Leadership & Onboarding:
  Manage the end-to-end implementation lifecycle for SMB customers, ensuring projects are completed on time and aligned with the customer’s strategic goals.
• Training & Enablement:
  Deliver high-impact training sessions that empower practice owners and managers to move from "data noise" to actionable sales strategies.
• Support & Inquiry Management:
  Act as the first point of contact for technical inquiries and support tickets, resolving issues with a sense of urgency and technical precision.
• Configuration & Workflow Design:
  Assist customers with configuration of workflow automations and teach users how to use them.
• Risk Mitigation:
  Proactively identify project risks or adoption hurdles; develop and execute mitigation plans to ensure long-term customer health.
• Executive Interfacing:
  Confidently communicate project status, risks, and successes to SMB owners and stakeholders, ensuring strategic alignment throughout the partnership.

• Experience:
  
  5+ years of customer-facing experience in a software/SaaS environment (Success, Implementation, or Account Management).
• Communication Excellence:
  Exceptional verbal and written communication skills. You can translate complex technical configurations into simple, consultative guidance.
• Technical Savvy:
  Experience implementing or configuring complex systems (CRMs, EHRs, or similar enterprise-grade tools) is highly desirable.
• Calm Under Pressure:
  Ability to manage multiple accounts simultaneously and remain a steady, professional presence during high-stakes "go-live" periods.
• Startup DNA:
  You are comfortable with ambiguity and eager to help build internal processes.
• Location:
  
  This is an in office role. The company is currently located in Billerica (near the Burlington Mall) and will be moving to Waltham this year.

• Experience or familiarity with dental laboratories or the dental industry is a strongly preferred, though not required.
• Experience working in an early-stage startup environment is preferred.

• Paid Time Off (Vacation, Sick & Public Holidays)
• Health Insurance (Medical, Dental, Vision) and more