Customer Success Team Lead, Enterprise

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 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 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/.