About Dandy

Dandy is a business-in-a-box for dentists. Our vision is to become the operating system for every dental office in America by leading the transition to digital dentistry for the $200 billion industry. Headquartered in New York City, Dandy is backed by the world's leading venture capital investors.

About the Role

We are seeking a candidate with a proven track record of driving revenue at a high-growth company, managing decentralized customer success teams, strong communication skills, customer obsession, and preferably strong business acumen in the dental industry.

Success in this position requires the candidate to be an expert at managing relationships and account managers, defining strategy to drive stellar customer experience and expand share of wallet, setting goals and metrics, and driving progress and velocity within the organization. The candidate will be required to work across sales, marketing, customer support and experience, dental product lines and other internal groups to expand Dandy’s business with our doctor clients.

The Dandy Customer Success Manager delivers the operating system for dentistry to an exclusive portfolio of customers by continuously driving revenue and product growth, retention and customer engagement. Your team of account managers will each own a book of business end to end and lead a cross functional team (‘Customer Pod’) to create a small business experience for customers.

What You’ll Do

  • Manage a team of Customer Pods with CSMs tasked to drive material growth in a book of business of 200-300 dental practices 
  • Drive accountability within the organization to deliver outstanding customer experience with our products and support delivery
  • Manage the strategic relationship with certain high-profile accounts and handle escalated issues related to overall customer experience 
  • Raise the standards and increase velocity to drive Customer Pods’ execution against account and portfolio based growth strategies to achieve growth, retention and customer experience goals
  • Forge relationship with Sales, Marketing and other leaders to promote collaboration in order to deliver collectively for our customers
  • Become proficient in all product line offerings to drive appropriate cross-functional alignment and drive revenue growth across Dandy’s book of customers
  • Design processes to drive growth, reduce churn and create feedback loops across your Customer Pods
  • Capture actionable voice of customer feedback and follow through on the feedback loops for the customer
  • Identify process, systems and technology improvements needed to unlock growth in the business
  • Create and promote a highly energized, growth and inclusive culture for the Customer Pod teams
  • Act as coach, mentor and educator to customer success managers and cross functional Customer Pod team members
  • Select, develop, and evaluate personnel to ensure goals are met

Role Requirements

  • 12+ years of experience in a strategic customer success or sales role
  • 2+ years in a lead / team manager capacity 
  • Ability to design revenue growth plans, track and articulate progress, develop strong relationships cross-functionally with sales, marketing and product
  • Experience in B2B high growth tech company environment with a proven track record of success
  • Excellent written and oral communication skills with customers, colleagues, and third parties
  • Overall track record of professional success in a commercial team leadership capacity
  • Ability to travel every few weeks if not residing in New York City

Bonus Points For:

  • Outstanding professional references to share
  • Experience within the dental industry 
  • Team manager for team size over 30 FTEs spanning account managers, customer success and support professionals
  • Part of a startup acquisition or IPO
  • Relentlessly positive attitude, strong sense of humor, and the ability to have fun at work

What Benefits We Offer

  • Fully sponsored best in class healthcare including medical, dental, and vision
  • Competitive salary and equity packages
  • 401k program

Dandy is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture and celebrate authenticity. 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, or any other legally protected characteristics.

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