Senior Customer Solutions Manager

Back to jobs Senior Customer Solutions Manager Vancouver, BC, Canada Apply Senior Customer Solutions Manager On-site | Vancouver Office – 675 W Hastings St. About EviSmart™ EviSmart™ is a global leader in AI-powered dental workflow automation and CAD design outsourcing. Trusted in 26+ countries, our mission is to make dental care smarter, faster, and better — and we're doing it through powerful software that connects dentists, labs, and manufacturers like never before. We're looking for a Senior Customer Solutions Manager who can serve as a trusted advisor to our clients, confidently navigate technical conversations, and translate complex AI and platform capabilities into language anyone can understand. You'll be a hands-on builder who creates the processes and playbooks that help customers succeed — and you'll do it with urgency, empathy, and clarity. What You'll Do Be the Trusted Expert & Escalation Point Serve as the go-to resource for complex customer challenges, stepping in to de-escalate issues and find solutions Break down big, messy problems into clear, actionable steps — and move fast to resolve them Build deep, trusted relationships with clients who rely on you for insight, guidance, and problem-solving Handle sensitive conversations with confidence and empathy, turning frustrated customers into loyal advocates Translate Tech Into Plain Language Deeply understand EviSmart's AI capabilities, data mapping processes, and backend architecture Explain technical concepts — AI workflows, data mapping, integrations, platform functionality — in clear, simple terms for non-technical audiences (including customers who've never heard of data mapping before) Bridge the gap between engineering teams and customers, ensuring everyone's on the same page Help customers understand why things like clean data and proper mapping matter to their success Drive Strategic Customer Outcomes Guide customers through onboarding with a sense of urgency, helping them unlock the full potential of EviSmart's platform quickly Conduct gap analyses to identify opportunities for custom development and process improvement Define requirements and partner with product/engineering to deliver solutions that hit the mark Build and iterate on processes, playbooks, and workflows that make customer success repeatable and scalable Shape How We Talk About EviSmart Join pre-sales conversations as the solutions expert, framing our capabilities in ways that resonate Craft clear, compelling narratives that connect technical possibilities to real business value Represent the customer voice internally, influencing how we build and improve our product What We're Looking For Bachelor's degree in Business, IT, Computer Science, Engineering, or a related field 5+ years in a client-facing solutions role (Solutions Consultant, Senior CSM, Implementation Manager, or similar) — SaaS experience strongly preferred Solid understanding of AI/ML concepts and comfort discussing AI capabilities with customers and internal teams Technical aptitude — you understand how platforms, APIs, data mapping, and backend systems work (no coding required, but you need to get it and explain it) Exceptional communication and customer service skills — you can take complex, technical ideas and make them simple and relatable for any audience, especially those encountering concepts like data mapping for the first time Proven experience handling escalations and navigating difficult customer conversations with patience and urgency Strong background in gap analysis, requirements definition, and managing post-implementation projects Hands-on builder mentality — you're comfortable creating processes, playbooks, and workflows from scratch and iterating on them as needs evolve A strong sense of urgency — you move quickly, prioritize what matters, and get things done Proficiency with process mapping tools (Visio, Lucidchart, Miro) and familiarity with Agile methodologies Willingness to travel to customer sites as needed Why Join Us? Make Real Impact: Help dental professionals worldwide transform how they work High Visibility: Own key relationships and directly influence product direction Collaborative Culture: Work with a global team that values curiosity, urgency, and customer obsession Perks That Matter: Competitive salary, bonuses, comprehensive health & life insurance, 4+ weeks PTO, and career development support Ready to be the person clients trust and teams rely on? Apply today @ Evismart Careers Create a Job Alert Interested in building your career at Evismart? Get future opportunities sent straight to your email. 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