Director of Member Experience & Growth

The Opportunity

Scheduling Institute helps hundreds of dental practices grow — and this role sits at the center of it all. You will own the full client experience, lead a team, drive retention, and grow accounts for practice owners who are serious about results.

This is not a “keep the lights on” role. You will have a seat at the leadership table, a direct line to our President, and real upside tied to performance. We are building something and we want the right person helping shape what comes next.

What you’ll own

• Lead client success from onboarding through long-term retention — driving 97%+ retention and ensuring every new client achieves measurable results within 90 days
• Grow accounts proactively — $2M in annual upsell is the target, shifting the team from reactive support to consultative relationship management
• Lead and develop a small, experienced team with a mandate to grow it as results follow
• Partner with the President to build the client success model, collaborate across Training, Coaching, Marketing, and Sales, and manage key third-party partner relationships

Who will succeed here

You are decisive and results-driven. You enter every client conversation with an end game in mind. You think like a growth partner, not a service rep. Your team looks to you when things are unclear, and you earn the right to change things before you change them.

Not the right fit:  Someone who prefers a steady role where the systems are built and the job is to run them. We are still building.

What we’re looking for

Experience

• 5+ years in client success or account management, ideally 2+ years leading a team
• High-touch B2B, subscription, or professional services background
• Owned both retention and growth — and served owner-operators as primary clients
• Comfortable with upsell and expansion

Character

• Decisive, collaborative, and data-informed
• A builder, not just a maintainer
• Adaptable — moves without needing everything defined

Nice to Have

• Dental, healthcare, or professional development background
• Experience serving practice owners or business owners

Compensation

Target OTE: $115,000–$135,000

Incentive Plan: Performance-based, details shared in interview

Benefits: Medical, dental, vision, 401K, PTO