Dandy · 2 hours ago
Lead, SMB Account Management
United States
Full-time
Remote
Mid, Senior Level
2+ years expDandy is transforming the dental industry through technology and innovation. The Lead, SMB Account Management role involves overseeing account managers, ensuring high-quality customer engagement, and driving operational excellence to support growth and retention in a fast-paced environment.
Artificial Intelligence (AI)CADDentalHealth CareIndustrial AutomationLogisticsManufacturingSoftware
Responsibilities
Oversee daily queue operations to ensure timely and high-quality responses across all customer cases, maintaining accountability for queue volume, throughput, and SLA adherence
Actively monitor team activity and staffing coverage, ensuring all scheduled queue sessions are attended and that daily case volumes are cleared by end of day
Jump into the queue as needed to support high-demand periods, respond to or quarter back quick response to escalations, and/or assist with urgent customer cases
Engage directly with customers as needed for NPS detractor outreach, escalated calls, or complex issue resolution, in partnership with the AMs, modeling best-in-class communication and problem-solving
Serve as the first line of guidance for Pool Practice AMs, helping prioritize workloads, troubleshoot issues, and uphold SLAs
Model strong execution standards (organization, responsiveness, and attention to detail) to lead by example for Dandy Speed urgency, quality and efficiency
Support onboarding and continuous training for new AMs through shadowing, workflow demos, and feedback loops
Conduct weekly performance and coaching conversations: review daily/weekly activity dashboards, provide feedback on trends, listen to calls and flag outliers to leadership
Reinforce consistency in workflows, communication, talk tracks, and documentation across the team
Identify workflow gaps or inefficiencies and make actionable recommendations to improve processes, templates, and automation opportunities
Support leadership in implementing playbooks, campaign rollouts, and customer engagement experiments
Assist in driving compliance on accurate and timely Vitally and SalesForce workflows to ensure visibility, context sharing, and operational tracking for the Pool customer base
Leverage team and customer data to spot emerging patterns in churn risk, adoption, or satisfaction and take initiative to course-correct using automated campaigns in Vitally
Partner with leadership on KPI reviews (outreach SLAs, adoption rates, renewal readiness) and help maintain data hygiene across systems
Partner cross-functionally with CX, Sales, Ops, and Product to drive alignment, streamline processes, and ensure a cohesive customer experience
Act as a point of contact for operational coordination between the Pool Practice AM team and other departments
Qualification
Required
2+ years of experience in Account Management, Customer Success, or Sales, preferably within SaaS, healthcare, or dental technology
Demonstrated ability to manage a high-volume portfolio while maintaining quality and organization
Strong written and verbal communication skills, with the ability to convey clarity and empathy to customers and teammates
Proficient in CRM and workflow tools (Salesforce, Vitally, etc.), with comfort navigating dashboards, alerts, and case queues
Highly organized, proactive, and adaptable in a fast-paced environment
Energized by improving processes, building team culture, and delivering great customer outcomes at scale
Preferred
Prior experience mentoring peers or informally leading a team preferred
Benefits
Healthcare
Dental
Mental health support
Parental planning resources
Retirement savings options
Generous paid time off
Company
Dandy
More than a dental lab—Dandy is a tech-powered, end-to-end solution delivering high-quality, customized restorations at scale.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
GreenoaksPrimary Venture Partners
2025-05-02Series D
2022-08-17Series C
2022-01-20Series B
Leadership Team
Daniel Hanover
Co-Founder, Chief Executive Officer, Chief Technology Officer
Toni Oloko
Co-Founder
Recent News
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