Staff Account Manager

About Planet DDS
Planet DDS is a leading provider of a platform of cloud-based solutions that empowers growth-minded dental businesses. Now serving over 13,000 practices and 118,000 customers in North America, Planet DDS delivers a comprehensive suite of solutions, including Denticon Practice Management, Cloud 9 Ortho Practice Management, and Apteryx Cloud Imaging. Planet DDS is dedicated to enabling dental support organizations (DSOs) and groups to grow and thrive with technology that delivers seamless integrations, improved workflows, and future-proof scalability.

We are seeking an experienced Staff Account Manager (IV) with a proven track record in upselling, cross-selling, and customer relationship management. The ideal candidate will have experience in account management or a related field and a strong background in driving revenue growth through strategic account initiatives. You will act as a key liaison between the company and our customers, promoting deeper product penetration, encouraging customer referrals, and managing account upgrades. You will also be responsible for providing regular product roadmap updates, advocating for the customer’s success, and ensuring the overall health of their organization through our solutions. 
This is a hybrid position working 2x per week in either our Irvine, CA, Phoenix, AZ or Atlanta, GA offices.

Job Duties: 

Upsell/Cross-Sell & Revenue Growth: 

• Identify and execute upsell and cross-sell opportunities within existing customer accounts. 

• Collaborate with customers to promote upgrades, add-on services, and premium features that enhance their value and satisfaction. 

• Proactively work on renewing contracts while expanding account revenue. 
  Customer Relationship Management: 

• Develop and maintain strong relationships with key stakeholders within customer organizations. 

• Be the champion of the company’s solutions, ensuring clients fully utilize product capabilities to achieve their objectives. 

• Act as a trusted advisor, addressing any issues or concerns, and ensuring customer satisfaction. 
  Product Roadmap & Solution Advocacy: 

• Provide regular updates to clients on the product roadmap, highlighting new features, enhancements, and how they can add value to their operations. 

• Gather customer feedback and collaborate with internal product teams to align future product developments with customer needs. 
  Referrals & Customer Advocacy: 

• Encourage and incentivize satisfied clients to refer other potential customers. 

• Foster strong client relationships to create advocates who will champion the company’s solutions within their industry. 
  Organizational Health & Strategic Partnership: 

• Analyze client data and usage trends to provide insights and recommendations for deeper product adoption within the customer’s organization. 

• Identify opportunities to enhance the customer’s operational health by leveraging the full spectrum of our products and services. 

• Work closely with customers to understand their evolving business needs and position our solutions as integral to their success. 
  Reporting & Metrics: 

• Provide regular reports on account health, growth opportunities, and sales forecasts. 

• Maintain up-to-date customer records and account status in CRM systems. 

• Track and measure the success of upsell and cross-sell efforts, and use data to continuously improve account strategies. 

Skills and Qualifications: 

• Bachelor’s degree in Business, Marketing, Sales, or a related field (MBA is a plus). 

• 8+ years of experience in account management, customer success, or sales roles, with a strong focus on upselling and cross-selling. 

• Experience in Dental SaaS specifically working with DSOs. 

• Proven track record of driving revenue growth and improving customer satisfaction. 

• Strong understanding of account management best practices and customer lifecycle management. 

• Excellent communication, negotiation, and relationship-building skills. 

• Analytical mindset with the ability to interpret data and identify trends for strategic account growth. 

• Familiarity with CRM software and sales automation tools. 

• Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment. 

Preferred Qualifications: 

• Familiarity with product development processes and roadmap planning. 

• Proven ability to influence and build relationships with senior-level executives.