Account Manager, Practice Success

Job description

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 Overview** Dandy is seeking an SMB Practice Success Account Manager to support our growing SMB customer base of single-location dental practices. This role is designed for scaled, high-volume account management, where customers require light-touch, proactive engagement rather than dedicated 1:1 ownership. As the owner of a large portfolio of accounts (4,500+), you will drive retention, product adoption, and customer satisfaction through data-driven outreach, operational excellence, and efficient issue resolution. You will play a critical role in ensuring customers reach activation milestones, maintain engagement, and realize ongoing value from Dandy. You will partner closely with Sales, CX, Training, Ops, and Marketing to deliver a consistent and high-quality customer experience at scale. ### **Key Responsibilities** **Book Management** - Manage a large portfolio of single-location practices, focusing on **retention, expansion and account health** through proactive, data-informed engagement. - Use dashboards, reports, and alerts to identify **at-risk accounts** and execute outreach within defined SLAs to ensure activation, utilization, and renewal readiness. . **Commercial Growth** - Identify and execute **targeted campaigns** to increase scanner utilization, product adoption, and engagement. - Drive **activation of new doctors** within existing practices. - Promote and sell **additional scanners or product expansions** where appropriate. **Client Relationship Management** - Build rapport with practice managers and key stakeholders through consistent, professional communication. - Serve as a **trusted partner** for questions, training, and troubleshooting support. - Collaborate with senior AMs and CX teams to resolve escalations or complex customer needs quickly. **Operational Excellence** - Deliver high-quality service with **speed, attention to detail, and efficiency**. - Maintain accurate, detailed account notes and documentation for full visibility across the AM and CX teams. - Partner cross-functionally with Sales, CX, Training, Ops and Marketing to ensure a unified customer experience across locations. **Continuous Improvement** - Participate in team experiments designed to improve retention, operational workflows, and engagement tactics. - Embrace innovation and iteration to continuously refine the solo segment motion for scalability and impact. ### **Qualifications** - **1+ years** of experience in **Sales, Account Management, Customer Support, Customer Onboarding or Customer Success** within or related to SaaS/healthcare vertical, dental industry experience a plus. - Proven ability to **manage a high-volume portfolio** with strong attention to detail and prioritization. - Experience using **Case Queues, or CRM dashboards** to drive daily workflows and outreach. - Strong written and verbal communication skills, comfortable engaging with customers over phone and email. - High degree of organization, follow-through, and accountability. - Curious, proactive, and energized by fast-paced, evolving environments. - Passionate about improving customer experience and contributing to team success. **Req ID:** J-580 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](https://www.meetdandy.com/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](https://www.meetdandy.com/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](https://www.meetdandy.com/privacy-requests/).