Dandy is transforming the massive and antiquated dental industry—an industry worth over $400B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.
Position Summary
We are seeking a highly motivated and strategic Customer Success Team Lead to oversee our Enterprise Segment Client Success Partner team. This role is critical in driving retention, operational excellence, and team performance across our largest and most strategic dental practice partners. The Team Lead will manage and develop a team of Client Success Partners while partnering closely with Enterprise Account Managers to ensure best-in-class customer experience, scalable processes, and consistent achievement of business outcomes.
Responsibilities
Team Leadership & Development
Lead, coach, and develop a team of Client Success Partners supporting enterprise and strategic DSO customers
Set clear performance expectations, monitor KPIs, and provide ongoing feedback and mentorship
Foster a high-performance, customer-centric culture focused on accountability and continuous improvement
Partner with leadership on hiring, onboarding, and training new team members
Client Relationship Oversight
Oversee the health and performance of child accounts across enterprise customers
Support escalated customer interactions and serve as a senior point of contact for critical issues
Partner with Enterprise Account Managers to align on account strategy and retention plans
Operational Excellence & Escalation Management
Establish and enforce best practices for managing customer health and Salesforce workflows
Ensure timely triage and resolution of escalations with a focus on root cause analysis
Drive process improvements to increase efficiency and scalability
Data Analysis & Reporting
Monitor team and account-level performance metrics, identifying trends and risks
Deliver reporting and insights to leadership on retention and engagement
Use data to inform strategic decisions and optimize initiatives
Growth & Retention Strategy
Drive retention and expansion across enterprise child accounts
Collaborate with Account Managers on cross-sell and upsell opportunities
Develop programs to improve customer engagement and long-term value
Market Feedback & Cross-Functional Collaboration
Aggregate voice-of-customer feedback and share with internal teams
Partner cross-functionally to improve products and services
Advocate for both the customer and the team within the organization
What you’ll do
Lead and manage a team responsible for retention of child accounts under the enterprise and strategic segment (such as DSOs)
Drive execution of a team-based motion that delivers a best-in-class customer experience
Build strong relationships with key stakeholders and step in on escalated accounts
Leverage data-driven insights to guide priorities and mitigate churn risk
Oversee Salesforce workflows and ensure effective management of customer health
Partner with Enterprise AMs on strategy and growth initiatives
Ensure operational excellence with a focus on quality, speed, and consistency
Coach team members on communication, problem-solving, and account management
Drive outreach programs to increase retention and product adoption
Capture and elevate actionable customer feedback
Qualifications
Education: Bachelor's degree in Business Administration, Marketing, or a related field
Experience: 3–5+ years of experience in customer success, account management, or a client-facing role, with at least 1–2 years in a leadership capacity. Experience in the dental industry or healthcare technology is a plus
Leadership Skills: Proven ability to lead and develop high-performing teams
Communication Skills: Excellent verbal and written communication skills
Interpersonal Skills: Strong ability to build rapport and trust with stakeholders
Problem-Solving: Strategic thinker with a proactive, solution-oriented mindset
Technical Aptitude: Comfortable using tools such as Salesforce to drive decisions
Organizational Skills: Highly organized with the ability to manage competing priorities
Team Player: Collaborative leader who thrives in cross-functional environments
What We Offer
Competitive salary and benefits package
Opportunity to work with a dynamic and innovative team in a rapidly growing industry
Professional development and growth opportunities
A collaborative and supportive work environment
The chance to make a significant impact on the success of our enterprise clients
Req ID: J-1093
For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off—ensuring our team members are supported no matter where they live and work.
Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.
Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Visit Dandy Careers for more!
Data Privacy Notice: By submitting your application, you consent to Dandy collecting, storing, and processing your personal information for recruitment purposes in accordance with our Privacy Policy and GDPR regulations. You have the right to access, rectify, or request the deletion of your data at any time by contacting Privacy Requests.
Description as published by Dandy.
