---
title: 'Manager, Customer Experience IT at Archy'
canonical: 'https://feeny.ai/job/manager-customer-experience-it-archy-united-states-4rhp9grmcqw0'
type: 'job'
last_seen: '2026-10-20'
---

# Manager, Customer Experience IT at Archy

- **Company:** Archy
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-15
- **Last confirmed live:** 2026-10-20
- **Apply:** https://jobs.ashbyhq.com/archy/2d1421d3-a6a1-4de9-8963-4d6a6a15499a

## Job description

## About Archy

Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is outdated. Archy is a Series C vertical SaaS solution revolutionizing the dental practice management space — giving dental providers AI agents and software that lets them do what they do best (be dentists!) while we handle the more technical sides of running their practice business.

Job Description As Manager of Customer Experience IT (CXIT), you will lead a team of Migration Technical Customer Support Specialists responsible for the critical technical steps preceding a practice's go-live—including data migrations, imaging/sensor setup, and phone/DNS transitions. This is a player-coach role (majority coaching, minority direct execution) reporting to the Head of Onboarding. You will handle complex technical escalations, coach specialists, build scalable migration systems, and partner cross-functionally with Onboarding, Product, and Engineering. As the team expands, the hands-on technical portion of this role will decrease.

Job Responsibilities

## Team Leadership & Development

- Direct, coach, and grow a team of technical specialists through regular 1:1s, performance reviews, and structured career development.
- Define, document, and hold the team accountable to clear performance expectations, SLAs, and quality standards.
- Develop and refine operational processes and documentation to ensure CXIT workflows scale efficiently as the company grows.
- Oversee hiring, onboarding, ramp plans, and technical training for new CXIT team members.
- Establish a high-ownership team culture with clear standards for queue management and practice communication.
- Manage and participate in the on-call/weekend coverage schedule for live migrations and cutovers.

Technical & Operational Execution

- Ensure end-to-end technical go-live readiness: server access, scheduled backups, imaging/sensor verification, and phone/DNS cutovers.
- Serve as the senior escalation point for complex migration discrepancies, custom server/imaging environments, and high-risk accounts.
- Own and continuously refine migration playbooks, runbooks, and internal documentation.
- Maintain hands-on fluency with PMS backups, VMs, PowerShell, remote desktop software, and dental imaging hardware.

Cross-Functional Collaboration & Strategy

- Partner closely with the Manager of Onboarding to align timelines, resolve blockers, and communicate migration status transparently.
- Serve as the voice of the field to Product and Engineering by packaging detailed defect reports, identifying patterns, and prioritizing long-term fixes.
- Track and report on key CXIT metrics, including cycle time, cutover accuracy, escalation resolution, and go-live technical incidents.
- Identify automation and tooling opportunities to reduce manual workload and increase migration efficiency.

Job Requirements

- 3+ years managing technical support, implementation, or IT teams; proven track record of coaching and developing technical talent.
- Hands-on background with remote desktop tools (e.g., AnyDesk), Virtual Machines, basic scripting (PowerShell), and server/hardware troubleshooting.
- Background in SaaS and healthcare (dental industry strongly preferred).
- Demonstrated success translating field/customer issues into actionable feedback and bug reports for Product and Engineering teams.
- Proactive use of AI tools and automation to streamline workflows and improve operational output.
- Exceptional ability to explain complex technical concepts clearly to non-technical dental office staff.
- Exposure to dental imaging software/hardware (Carestream, Dexis, Jazz, Digidoc, Nanopix, etc.) is a major plus.
- This is a remote (US-based) role. Core working hours are typically 9:00 AM – 6:00 PM Mountain or Pacific Time, with flexibility required for night and weekend coverage during migrations and go-lives

## What We Offer

- Competitive salary and equity (some roles may be eligible for performance-based incentives or bonuses)
- Health, dental, and vision insurance
- 401(k) plan
- Flexible vacation policy
- Remote-friendly culture

## About Archy

## Company Overview
- **One-liner**: Archy is a cloud-based, all-in-one practice management platform designed to modernize and streamline operations for dental practices.
- **Entity Type**: Private (Series B)
- **Headquarters**: San Jose, California, USA
- **Founded**: 2021
- **Founders**: Jonathan Rat and Ben Kolin (former Uber colleagues)

## Core Business
- **Primary industry**: Dental Practice Management Software / Healthcare IT
- **Target customers**: Dental practices of all sizes (SMB to Enterprise) in the U.S.
- **Mission or purpose statement**: Create innovative solutions that simplify and elevate every aspect of dental practice management — empowering teams to focus on what matters most: their patients and their growth.

## Products & Services
Archy offers a unified cloud platform that replaces multiple legacy systems. Key modules include:
- **Clinical Tools**: Digital charting, treatment planning, ePrescribe, and imaging management.
- **Patient Experience**: Online booking, 2-way texting, automated reminders, patient portal, and online forms.
- **Growth & Marketing**: Email marketing, online review management, and marketing source tracking.
- **Operations & Team Management**: Scheduling, time tracking, team chat, and goal setting.
- **Payments & Revenue**: Online and in-person payments, A/R reporting, and insurance auto-verification.
- **Archy Intelligence™**: An AI layer that includes a "Scribe" for hands-free real-time charting and an "Ask Archy" natural language query tool for dashboards and KPIs.
- **Platform**: Fully cloud-based (no on-premise servers), HIPAA-compliant, with automatic backups and U.S.-based support by former dental office managers.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Total funding raised of **$45M** (Series B of $20M raised ~7 months ago, as of mid-2025).
- **Notable Investors/Partners**: Not fully disclosed in available sources, but the leadership team includes alumni from top tech companies (Uber, etc.). The company is backed by venture capital in its Series A and B rounds.
- **Growth Signals**:
    - Headcount of 51-200 employees (LinkedIn estimate) with a global, remote team spanning 6 countries and 5 time zones.
    - Actively hiring across engineering, product, sales, and customer experience roles.
    - Claims to save practices 80 hours per month in administrative work.

## Competitive Advantages
- **All-in-One Platform**: Replaces fragmented legacy systems (like Dentrix) with a single, integrated cloud solution for clinical, operational, and business needs.
- **AI-Powered Efficiency**: Native AI features (Scribe, Ask Archy) differentiate it from traditional PMS vendors by automating clinical note-taking and providing instant data insights.
- **Deep Industry Understanding**: Founded by a dentist’s spouse (Jon Rat) and built "by dentists, with dentists, for dentists." The U.S.-based support team consists of former dental office managers.
- **Modern Cloud Architecture**: Fully cloud-native with no server maintenance, automatic updates, and HIPAA compliance, appealing to practices tired of outdated on-premise software.

## Strategic Focus
- **Product Expansion**: Continuing to build out the AI agent layer (Archy Intelligence™) to automate more clinical and administrative tasks.
- **Market Penetration**: Growing its customer base among U.S. dental practices, particularly those migrating from legacy systems like Dentrix.
- **Talent Acquisition**: Scaling the global team across engineering, sales, and support to fuel growth and maintain high-touch customer service.

## Why Work Here
- **Mission-Driven Impact**: The company’s stated goal is to free dental professionals from administrative burden, directly improving patient care. Employees report a sense of purpose in transforming an outdated industry.
- **Remote-First Culture**: Archy operates as a distributed team across 6 countries and 5 time zones, with a focus on global talent and flexible work.
- **Strong Engineering Culture**: The team is described as "engineers, designers, and dental professionals united by a shared mission," with leadership hailing from innovative Silicon Valley companies (Uber, etc.).
- **Growth Trajectory**: As a well-funded Series B company with a clear product-market fit, it offers the opportunity to scale a product from early growth to market leadership.
- **People-First Values**: The company emphasizes that its "greatest strength is its people" and invests in a collaborative, supportive environment.

## Sources
1. [Archy About Page](https://www.archy.com/company/about)
2. [Archy Careers Page](https://www.archy.com/company/careers)
3. [Archy Official Website](https://www.archy.com/)
4. [CB Insights Profile](https://www.cbinsights.com/company/archy-1)
5. [LinkedIn Company Page](https://www.linkedin.com/company/archydental)

## Other roles at Archy

- [Partnerships Manager](https://feeny.ai/job/partnerships-manager-archy-united-states-qejqr1xnkzwe) — United States
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-archy-dallas-5n1btafw9t47) — Dallas, TX
- [Senior Product Manager, Clinical Products](https://feeny.ai/job/senior-product-manager-clinical-products-archy-united-states-mzyqhsr4tpmj) — United States
- [Senior Backend Software Engineer](https://feeny.ai/job/senior-backend-software-engineer-archy-latin-america-vmgy8qh4pjwp) — Latin America
- [Senior Frontend Software Engineer](https://feeny.ai/job/senior-frontend-software-engineer-archy-latin-america-7wvr1rvxje5d) — Latin America
- [Sales Development Manager](https://feeny.ai/job/sales-development-manager-archy-dallas-ekms5y0bfk18) — Dallas, TX
- [Senior Platform Software Engineer](https://feeny.ai/job/senior-platform-software-engineer-archy-united-states-jwkxe1v9bk8v) — United States
- [Senior Backend Software Engineer](https://feeny.ai/job/senior-backend-software-engineer-archy-united-states-f0aqk3v2bfbs) — United States
- [Migration Automation Software Engineer](https://feeny.ai/job/migration-automation-software-engineer-archy-united-states-1t573kdm2zsk) — United States
- [Account Executive](https://feeny.ai/job/account-executive-archy-united-states-2p0qaw2064ad) — United States