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Dandy is transforming the dental industry by building an operating system for dental practices globally. We seek a Customer Success Team Lead to oversee the Enterprise Segment Client Success Partner team, driving retention and operational excellence across our largest dental practice partners.
You will lead and develop a team of Client Success Partners supporting enterprise and strategic DSO (Dental Service Organization) customers. Key responsibilities include setting performance expectations, monitoring KPIs, providing mentorship, and fostering a high-performance, customer-centric culture. You'll oversee the health and performance of child accounts across enterprise customers, support escalated interactions, and serve as a senior point of contact for critical issues.
Operationally, you'll establish best practices for customer health management and Salesforce workflows, ensure timely triage and resolution of escalations with root cause analysis, and drive process improvements for efficiency and scalability. You'll monitor team and account-level performance metrics, deliver reporting and insights to leadership on retention and engagement, and use data to inform strategic decisions.
You'll drive retention and expansion across enterprise child accounts, collaborate with Account Managers on cross-sell and upsell opportunities, and develop programs to improve customer engagement and long-term value. You'll aggregate voice-of-customer feedback, partner cross-functionally to improve products and services, and advocate for both customers and your team.
Required: Bachelor's degree in Business Administration, Marketing, or related field. 3–5+ years in customer success, account management, or client-facing roles, with 1–2 years in a leadership capacity. Healthcare or dental industry experience is a plus. You'll need proven team leadership ability, excellent communication skills, strong interpersonal skills, strategic problem-solving mindset, technical aptitude with Salesforce, and strong organizational skills.
