CUSTOMER SUCCESS LEAD

Job Description

The Customer Success Lead is responsible for leading and supporting the Customer Success team to ensure an exceptional experience for our customers, patients and internal stakeholders.

This role serves as a key connection point between our customers, Customer Success Coordinators, Production and Management. The Customer Success Lead provides day-to-day leadership, coaching and training to the Customer Success team while ensuring customer inquiries, cases and operational requirements are handled accurately, efficiently and with a strong sense of urgency.

The ideal candidate is an experienced customer service professional who thrives in a fast-paced environment, is highly organized and detail-oriented, and has a natural ability to lead, coach and develop others. They are confident handling customer escalations, solving problems and identifying opportunities to improve processes and the overall customer experience.

Team Leadership & Development

Lead, coach and support the Customer Success Coordinator team in their day-to-day responsibilities

Provide training, onboarding and ongoing development for new and existing team members

Establish clear expectations and reinforce customer service and operational standards

Monitor team performance, workload and service levels and provide coaching where required

Act as a resource and escalation point for Customer Success Coordinators

Support performance management and provide feedback to team members in partnership with Management and HR

Promote a collaborative, accountable and customer-focused team environment

Identify training gaps and develop or recommend appropriate training and resources

Ensure team members are following established processes, procedures and communication standards

Customer Experience & Relationship Management

Ensure customers receive consistent, professional and exceptional service across all communication channels

Handle complex customer inquiries, concerns and escalations with professionalism and sound judgment

Build and maintain strong relationships with dental offices, clinicians and other key customers





Monitor customer concerns and identify recurring issues or opportunities for improvement

Ensure customers receive timely and accurate case communications and status updates

Support the team in resolving customer issues and ensuring appropriate follow-through

Maintain a strong understanding of customer needs and translate feedback into actionable improvements

Customer Success Operations

Oversee daily Customer Success workflows to ensure cases and customer requests are managed efficiently and accurately

Monitor case flow, priorities and deadlines and help coordinate resources when issues or delays arise

Ensure accurate case tracking, production updates and customer communications

Oversee scheduling and coordination of patient appointments as required

Support invoicing and accounts receivable processes

Oversee shipping, receiving and case preparation processes

Ensure accurate maintenance of customer, case, inventory and pricing information within the ERP system

Work closely with Production and other departments to resolve case issues and maintain service standards

Identify operational bottlenecks and proactively address issues before they impact the customer

Assist Management with reporting, analysis and other operational initiatives as required

Process Improvement & Systems

Evaluate existing Customer Success processes and identify opportunities to improve efficiency, accuracy and customer experience

Develop, document and maintain standard operating procedures and workflows

Identify opportunities to improve the use and functionality of ERP and other technology systems

Support the implementation of new processes, systems and tools

Monitor key Customer Success metrics and provide recommendations to Management

Promote consistency and accountability in the execution of Customer Success processes





Participate in cross-functional projects and initiatives as assigned

General Responsibilities

Act as a positive ambassador for Milident and its commitment to exceptional customer service

Maintain confidentiality of customer, patient and company information

Perform other duties or projects as assigned by Management

Qualifications

3+ years of experience in customer service, customer success, account management, operations or a related role

Previous leadership, supervisory, coaching or team lead experience strongly preferred

Experience working in a fast-paced, high-volume customer service workplace

Exceptional communication and relationship-building skills

Strong problem-solving and conflict-resolution skills

Highly organized with excellent attention to detail and accuracy

Ability to prioritize competing demands and work effectively with a strong sense of urgency

Demonstrated ability to coach, train and motivate others

Customer experience-focused approach to problem solving and decision-making

Strong written and verbal English communication skills

Dental industry experience strongly preferred

Experience working with dental laboratories, dental offices or dental technology considered an asset

Experience with ERP systems and/or CRM platforms

Proficiency with Microsoft Office Suite

Strong ability to learn and adapt to new technology and systems

Ability to work collaboratively with multiple departments and levels of the organization

Key Success Measures
Success in this role will be demonstrated through:

Consistently high levels of customer satisfaction and service

Effective leadership, development and performance of the Customer Success team

Timely and accurate customer communication and case management

Reduction of customer escalations and recurring service issues

Strong collaboration between Customer Success, Production and other departments

Improved efficiency, consistency and accountability within Customer Success processes

Accurate ERP, case and customer information

Successful implementation of process and system improvements

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📌 Customer Success Lead (EN) (Quebec City)
🏢 Shanto Dental Ceramics
📍 Quebec City