Client Success Partner

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.

Responsibilities

• Client Relationship Management

  • Own the day-to-day relationship and performance management of child accounts within our enterprise and strategic DSO customers.

  • Act as the primary point of contact for designated practices, building trust and rapport with both clinical and non-clinical stakeholders.

  • Support Enterprise Account Managers in driving retention and satisfaction across the broader DSO relationship.

• Operation Excellence & Escalation Management

  • Monitor customer health using Salesforce and other data tools; proactively reach out to accounts with declining order volume or engagement.

  • Triage escalations from child accounts, resolving root causes and ensuring client issues are fully addressed.

  • Maintain high attention to detail and responsiveness to ensure a best-in-class customer experience.

• Data Analysis & Reporting: Assist in tracking key account metrics, preparing performance reports, and identifying trends to inform account strategies.

• Product Adoption: Work with clients to ensure optimal adoption and utilization of Dandy Dental Labs' full suite of products and services.

• Growth & Retention

  • Identify expansion opportunities within child accounts (e.g., cross-sell, upsell, or increasing wallet share) and collaborate with AMs to execute.

  • Execute targeted outreach and campaigns to increase retention, engagement, and customer satisfaction.

  • Use data and performance trends to recommend and implement account strategies that reduce churn risk.

• Market Feedback: Gather client feedback and relay it to relevant internal teams for product and service improvement.

What you’ll do

• Drive retention of child accounts under the enterprise and strategic customer segment (Such as DSOs).

• Assist Enterprise AMs through the team-based motion that delivers a best-in-class customer experience at scale.

• Quickly build rapport and establish credibility with both doctor and non-doctor stakeholders at each practice you support.

• Utilize a mix of data-driven triggers and reporting to identify and act on opportunities to improve customer experience for accounts within the segment, conducting outreach according to pre-defined SLAs.

• Provide strategic account support on escalated issues related to the overall customer relationship.

• Proactively manage customer health by triaging data-driven Salesforce cases and ensure that root cause issues are resolved for the customer.

• Conduct strategic outreach to customers within the Silver segment as requested to drive ad hoc cross-sell or up-sell programs targeted at increasing retention and stickiness of select customers.

• Perform with operational excellence with an eye towards attention to detail, speed, and efficiency.

• Capture actionable voice of customer feedback and follow through on the feedback loops for the customer.

Qualifications

• Education: Bachelor's degree in Business Administration, Marketing, or a related field.

• Experience: 1-2 years of experience in account management, customer success, or a client-facing role, preferably within a B2B environment. Experience in the dental industry or healthcare technology is a plus.

• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex information clearly and concisely.

• Interpersonal Skills: Strong interpersonal skills with a proven ability to build rapport and trust with clients.

• Problem-Solving: Proactive problem-solver with a keen attention to detail and a customer-centric approach.

• Technical Aptitude: Comfortable learning and navigating new software platforms and digital tools.

• Organizational Skills: Highly organized and able to manage multiple tasks and priorities effectively in a fast-paced environment.

• Team Player: Ability to work collaboratively within a team.