Job description
Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world’s leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.
Position Overview: As the Head of Enterprise Account Management, you will lead the team responsible for managing Dandy’s enterprise-level accounts. Your primary focus will be on driving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by fostering strong customer relationships, ensuring enterprise clients achieve their business goals, and identifying opportunities for growth. You will collaborate closely with Sales, Product, and Customer Support teams to enhance the customer experience, drive account expansion, and meet revenue objectives.
In this role, you will develop and implement tools and processes to support the team’s success, particularly in managing complex enterprise relationships and ensuring scalability across a diverse client base.
Key Responsibilities:
Retention and Growth:
Drive NRR and GRR through strategic account planning and proactive customer engagement.
Identify and execute upsell and cross-sell opportunities within enterprise accounts, with a focus on expanding into new locations
Develop and implement churn reduction strategies tailored to the enterprise customer segment
Leadership and Strategy:
Lead, mentor, and inspire a team of Account Managers to deliver exceptional customer outcomes and achieve revenue growth targets.
Establish and track key performance indicators (KPIs) to ensure team accountability and success.
Develop tailored strategies to meet the unique needs of multi-location and enterprise-level clients.
Customer Success and Experience:
Build strong, strategic relationships with enterprise stakeholders to drive long-term value and strengthen partnerships.
Enhance the enterprise customer experience, ensuring satisfaction, loyalty, and retention.
Operational Excellence:
Develop and scale processes for customer tracking, engagement, and retention using tools like Salesforce, Vitally, and Zendesk.
Utilize data-driven insights to manage customer health, identify risks, and uncover growth opportunities.
Partner with cross-functional teams (Sales, Marketing, Product, RevOps, Enablement, and Customer Success) to align on customer goals, address challenges, and define success metrics.
Qualifications:
7+ years of experience in Account Management, Customer Success, or a related field, with at least 3-5 years in a leadership role, preferably in managing Enterprise customers who have multiple locations or multiple governance levels
Proven ability to drive NRR and GRR improvements within enterprise customer segments.
Expertise in implementing and optimizing tools like Salesforce and Vitally
Strong leadership skills with a track record of building and developing high-performing teams.
Exceptional communication, problem-solving, and organizational skills.
Ability to thrive in a fast-paced environment and adapt to changing priorities.
Demonstrated success in cross-functional collaboration to achieve shared goals.
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For full time positions, we offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off.
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 move at Dandy speed and do everything in our power to meet your needs.
