Customer Success Team Lead - Enterprise Segment

Company Overview

Dandy is revolutionizing the dental industry, valued at over $400 billion, by integrating technology to streamline dental practice operations worldwide. Supported by leading venture capital, the company is dedicated to empowering clinicians and their teams with innovative tools, improving efficiency and patient outcomes globally.

Position Summary

We are looking for an enthusiastic and strategic Customer Success Team Lead to manage our Enterprise Segment Client Success Partner team. This key role will enhance client retention, optimize operational workflows, and boost team performance among our largest, most strategic dental practice collaborators. The successful candidate will lead and develop Client Success Partners and work closely with Enterprise Account Managers to guarantee outstanding customer experiences, scalable processes, and consistent achievement of business goals.

Key Responsibilities

• Lead, mentor, and develop a team supporting enterprise and strategic DSO customers, setting clear expectations and tracking KPIs.
• Create a customer-focused, accountable, and continuously improving team culture.
• Collaborate on hiring, onboarding, and training of new team members.
• Supervise health and performance of enterprise client child accounts and support escalated issues as a senior contact.
• Partner with Enterprise Account Managers to align strategies for retention and growth.
• Implement and enforce best practices for managing customer health and Salesforce processes.
• Ensure prompt escalation resolution focusing on root cause analysis and process improvements.
• Track performance metrics at team and account levels, identifying risks and trends to inform leadership.
• Lead retention and expansion efforts, collaborating on cross-selling and upselling opportunities.
• Aggregate customer feedback for internal teams and advocate for clients and team members within the organization.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field.
• Three to five years of customer success, account management, or client-facing experience, with at least one to two years in a leadership role; dental or healthcare technology experience preferred.
• Demonstrated ability to lead and foster high-performance teams.
• Excellent verbal and written communication skills.
• Strong relationship-building and stakeholder management abilities.
• Strategic thinker with a proactive and solution-oriented approach.
• Proficient in Salesforce or similar CRM tools to guide decision-making.
• Highly organized, capable of managing competing priorities efficiently.
• Collaborative leadership style comfortable working across functions.

Benefits and Work Environment

• Competitive salary and comprehensive benefits.
• Opportunity to join an innovative, rapidly growing company in the dental sector.
• Professional development and career advancement opportunities.
• Supportive, collaborative workplace culture.
• Meaningful impact on the success of enterprise clients.

Additional Information

Dandy offers local benefits in every country of operation including healthcare, dental, mental health support, parental planning, retirement savings, and ample paid time off. The company promotes diversity, inclusion, and compliance with ADA to provide accommodation during the recruitment process. Data privacy is respected according to GDPR and local regulations with options to request data rectification or deletion.