Customer Experience Manager, Dandy

• 5+ years in Customer Success, Account Management, or Client Services within a high-growth startup or SaaS environment
• Proven ability to build 0-to-1 — you've designed a CS function or motion from scratch, not just managed a pre-built team
• Highly process-oriented with a bias toward documentation, systematization, and scalable playbooks
• Track record of driving measurable retention improvements and expanding customer value over time
• Excellent communicator with the ability to manage relationships across practice owners, office managers, and DSO operators
• Experience working as part of a high-performing interconnected operations team
• Willingness to roll up your sleeves and fix problems in a hands-on manner when needed
• Experience using data to analyze performance and drive strategic decision making

Desirable

• Dandy is hiring a Customer Success Manager to build and own our customer success motion from the ground up for a new product line
• This person will be fully responsible for designing the playbook that keeps practices healthy, engaged, and growing — and for building the scalable infrastructure to deliver it consistently across a rapidly expanding customer base
• Low churn, strong retention, and measurable practice outcomes are your north star
• Build the end-to-end customer success playbook: define touchpoints, intervention triggers, health scoring, and the full lifecycle journey for a ramped practice
• Own churn — understand its root causes, build the early warning systems to predict it, and develop the motion to prevent it
• Establish clear metrics for customer health and build the reporting infrastructure to track and act on them in real time
• Hire and onboard a high-performing team to deliver a best in-class experience to our dental practice clients across the nation with 24/7 support
• Partner with Onboarding to ensure a clean handoff from early lifecycle into ongoing success, with no gaps in customer experience
• Work closely with Product and Operations to surface customer feedback and advocate for changes that directly impact retention and satisfaction
• Build scalable, repeatable processes that allow the CS team to support a growing book of business without sacrificing quality
• Engage directly with at-risk or high-value practices to drive outcomes, serving as a hands-on escalation point when needed