Customer Success Manager

About Evident EviSmart is an AI-driven SaaS platform that untangles messy, manual workflows for manufacturing and healthcare businesses—starting with dental labs. We replace spreadsheets, siloed portals, and frantic phone calls with one connected system that just works. The Impact You’ll Make You’re the single point of contact who turns a signed contract into visible value. By combining sharp project management with an eye for data detail, you’ll guide every new customer from “Where do I click?” to “How did we live without this?”—and make the process faster and smoother every quarter. What You’ll Do Core Area and how You’ll Crush It! End-to-End Onboarding Design and run a repeatable playbook that moves customers from kick-off to “first value” in record time—whether they’re a 5-person shop or a multi-site manufacturer. Single Point of Contact Own communications, tame escalations, and keep every stakeholder (internal and external) aligned and informed. Data & Systems Mapping Collect scanner credentials, ERP feeds, and any stray CSVs; map them into our platform; flag gaps before they become blockers. Process Simplification Translate tech jargon into plain English and complex workflows into three-step checklists. Travel & On-Site Workshops Visit key accounts to run discovery sessions, whiteboard workflows, and build trust face-to-face. Continuous Improvement Track onboarding metrics, identify bottlenecks, and automate anything that repeats twice. AI Tool Exploration Comfort experimenting with AI tools (chatbots, auto-triage, summarization) and sharing those wins with the team. What Sets You Up for Success 3 years leading customer onboarding, implementation, or supply-chain projects in SaaS or ERP environments. Fluent with modern tooling (CRMs, ticketing, analytics, and at least one major ERP or MES). Comfort in fast-moving manufacturing settings—chaos doesn’t scare you; you organize it. Polished communicator who can calm execs, coach front-office teams, and translate dev-speak. Dental or medical device experience is a plus, not a must. Comfort experimenting with AI tools (e.g., chatbots, summarization, workflow automation) and contributing learnings back to the team. How We’ll Measure You Time-to-First-Value – Days from contract to the customer’s first live workflow. Activation Rate – % of new accounts completing all onboarding milestones. NPS at 90 Days – Direct feedback from your newly activated customers. Process Efficiency – Onboarding hours per customer and scalability gains each quarter. Project Completion Rate – % of deployments hitting scope, timeline, and budget. Why Evident A product customers love to rave about—when onboarding is done right. A culture that trusts you to own your KPIs and innovate without red tape. Competitive salary, meaningful equity, and benefits designed for real life. The chance to shape the future of an industry that’s ready for a shake-up. Ready to make complex workflows feel effortless? Apply now and turn first impressions into lifelong partnerships.