Protec Dental Laboratories is a full-service dental laboratory located in 1880 Ontario Street, Vancouver, British Columbia, V5T 2W6. We are seeking a dynamic individual to join our team in a Customer Success Manager role. The salary is $41.03 per hour working an average of 40 hours per week. This is full-time, year-round positions. Benefits include extended healthcare including medical and dental, available after 3 months of employment.

The successful candidate will demonstrate a robust background key account management and sales, specifically within the dental industry. The Customer Success Manager will focus on building and nurturing relationships with dental offices and professionals, actively engaging with these stakeholders to effectively promote our diverse range of products and services. The accounts under management will primarily be located in both British Columbia and Alberta (mostly near Edmonton).

Duties and Responsibilities

- Manage and develop relationships with existing dental practice clients to ensure satisfaction, retention, engagement, and long-term account growth.
- Monitor account performance, including case volume, product mix, trends, and customer activity, and proactively identify opportunities for improvement and growth.
- Maintain regular communication with dentists and office staff through email, telephone, virtual meetings, and in-person visits to understand and address client needs.
- Provide product guidance, case coordination, and workflow support, including visiting client offices to educate clinicians and staff on products, services, and processes.
- Collaborate with lab managers, technicians, customer service teams, and other internal departments to ensure seamless case handling, quality service, and timely resolution of client questions or escalations.
- Develop and implement customized account plans to increase client engagement, minimize account attrition, and maximize revenue potential.
- Identify, prospect, and qualify recent dental practice opportunities through targeted outreach, referrals, networking, research, and other business development activities.
- Conduct in-office meetings, virtual presentations,



and product demonstrations to introduce prospective clients to the company’s products, services, and value proposition.
- Support new client onboarding, including establishing relationships, providing training, and assisting clinicians with case submission processes and workflows.
- Maintain and develop a strong sales pipeline by monitoring opportunities, following up with prospective clients, and maintaining accurate and current information in the CRM system.
- Document client interactions, account activity, leads, insights, and follow-up actions in HubSpot.
- Communicate client feedback, market trends, and industry insights internally to support improvements to products, services, and customer experience.
- Attend and participate in continuing education seminars, trade shows, study clubs, sponsored events, and other industry activities to strengthen client relationships and develop new business opportunities.
- Represent the company professionally at industry and client events, promoting its capabilities, commitment to quality, products, services, and educational support.
- Identify, capture, and diligently follow up on leads generated through industry events and other business development activities.
- Assist with the planning and coordination of CE events and industry activities, including logistics, materials, attendee engagement, and follow-up.
- Stay current on dental industry trends, emerging technologies, best practices, products, and promotional activities to support effective account management and business development strategies.
- Prepare and submit weekly, monthly, and other reports as required by management.
- Manage personal scheduling, travel arrangements, and other administrative responsibilities required to effectively perform the role.
- Respond promptly to customer-related system notifications, issues,



opportunities, and other assigned matters.
- Perform other related duties and responsibilities as assigned.

Requirements and Qualifications

- At least 3 years in sales and account management, preferably within the dental industry.
- Strong sales, negotiation, relationship-building, and communication skills.
- Proficiency in Microsoft Office and experience using CRM platforms, such as HubSpot or Salesforce.
- Strong organizational and time-management skills, with the ability to prioritize competing tasks and manage multiple responsibilities effectively.
- Proactive, self-motivated, and results-oriented, with a demonstrated ability to achieve sales and business development objectives.
- Strong analytical skills and the ability to interpret business and customer performance data.
- Passionate about delivering exceptional customer experiences and contributing to business growth.
- Strategic and execution-focused, with the ability to understand the broader business objectives while effectively managing day-to-day details.
- Comfortable working independently while also collaborating effectively with cross-functional teams.
- Energetic, curious, adaptable, and motivated by achieving results.
- Experience with HubSpot CRM is considered an asset.
- Experience with business intelligence or analytics software is considered an asset.
- Familiarity with intra-oral scanning systems is considered an asset.
- Must reside in the Greater Vancouver Area.
- Willingness and ability to travel to the Edmonton area up to once per month.

Benefits

- Extended health care including medical, dental and vision.
- Transit friendly and lots of great eats in the neighborhood.
- A great team.
- A chance to join one of the most progressive labs in Canada.

Work must be completed at the physical location. There is no option to work remotely. To apply, please send your resume to:

Email: [email protected]

By mail: 1880 Ontario Street, Vancouver, British Columbia, V5T 2W6

Pay: $41.03 per hour

Expected hours: 40.0 per week

Benefits

- Dental care
- Extended health care
- Vision care

Work Location: In person

📌 Customer Success Manager (Vancouver)
🏢 Protec Dental
📍 Vancouver