Customer Success Representative

Company Overview

Midwest Dental Arts is a full-service dental laboratory that has been delivering exceptional restorations and outstanding customer service since 1996. Founded in Cedar Rapids, Iowa, we have grown to four locations while maintaining our commitment to fabricating all restorations in the United States with no overseas outsourcing. As a leader in implant and restorative dentistry, we specialize in custom abutments, full-arch zirconia, acrylic restorations, and supra-structure hybrid solutions. Our skilled technicians leverage advanced technology, craftsmanship, and attention to detail to produce high-quality restorations that support excellent patient outcomes. At Midwest Dental Arts, we are passionate about innovation, collaboration, and service excellence, partnering with dental professionals nationwide to help create confident, healthy smiles. Joining our team means becoming part of an organization dedicated to quality, continuous improvement, and making a meaningful impact—one smile at a time.

Position Summary

The Customer Success Representative ensures that Midwest Dental Arts customers receive outstanding day-to-day support and an exceptional experience at every stage – from onboarding to long-term partnership. This role combines customer service, sales support, and relationship management to drive satisfaction, retention and growth. The Customer Success Representative is the voice of the customer inside the lab and plays a key role in maintaining Midwest’s reputation for precision, speed, and service excellence

Key Responsibilities

• Serve as main contact for assigned accounts
• Respond to inquiries regarding case status, pricing, billing and product information
• Coordinate with internal teams to resolve issues and ensure timely, accurate case completion
• Record and manage interactions in CRM and case management systems (Magic Touch,iCortica, or similar)
• Manage cases on hold including proactive follow-ups and clearing cases as appropriate
• Make outbound calls to current and prospective dental offices to promote Brand Products and services
• Identify cross-sell and upsell opportunities
• Support Customer Success manager with campaigns to drive customer adoption and revenue
• Provide customer feedback for improved workflow, service standards and product offerings

Qualifications & Requirements

• 2 years of experience in customer service or inside sales
• Dental or healthcare experience preferred but not required
• Excellent communication, listening and problem-solving skills
• Strong organizational and multitasking abilities in fast paced environment
• Knowledge of Dental lab processed and terminology preferred but not required
• Experience with CRM and case management software
• High attention to detail

Compensation & Benefits

• Competitive Pay with additional bonus potential
• Benefits including Medical, dental, vision, Life
• 401k with company match
• Paid Time off (PTO) plus paid holidays
• Ongoing training and professional development opportunities

Midwest Dental Arts is an affiliate company of Catalis Dental Lab Partners. If you are interested in learning more about this opportunity and the other Brands under the Catalis Network, you can find us at catalislabs.com. At Midwest Dental Arts, you are not just joining a Team, you are joining a family, Let’s start building some smiles together.

Midwest Dental Arts is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.