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Dandy · 9 hours ago

Customer Success Partner, Enterprise

United States

Full-time

Remote

Entry Level

1+ years exp

Dandy is transforming the dental industry through technology and innovation. The Client Success Partner will manage relationships with enterprise dental practices, ensuring successful utilization of Dandy's products and driving client satisfaction and retention.

Artificial Intelligence (AI)CADDentalHealth CareIndustrial AutomationLogisticsManufacturingSoftware

Responsibilities

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

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

Assist in tracking key account metrics, preparing performance reports, and identifying trends to inform account strategies

Work with clients to ensure optimal adoption and utilization of Dandy Dental Labs' full suite of products and services

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

Gather client feedback and relay it to relevant internal teams for product and service improvement

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