SMB Account Management Lead, Dandy
$132k
OTE
$110k
BASE
+ $30K Equity
Fully digital dental lab
Open for applications
Fully digital dental lab
1001+ employees
Open for applications
$132k
OTE
$110k
BASE
+ $30K Equity
1001+ employees
Company mission
To become the best digital dental lab for every dentist.
Role
Who you are
- 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
- Prior experience mentoring peers or informally leading a team preferred
- 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
What the job involves
- This role supports the Pool Practice AM team in managing a high-volume, fast-paced case queue while maintaining focus on proactive customer engagement that drives growth and retention
- As Team Lead, you’ll coach and guide Account Managers to deliver consistent, high-quality service, serving as the bridge between frontline AMs and leadership to uphold operational excellence, customer satisfaction, and process consistency across a broad portfolio
- You’ll leverage data-driven dashboards to strategically monitor performance, identify trends, and drive targeted outreach that supports growth, retention, and overall team efficiency
- 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
- Success in This Role Looks Like:
- The daily case queue is consistently cleared, reflecting a strong sense of ownership and commitment to operational excellence
- Staffing coverage and schedule compliance are maintained, all case and escalation SLAs are consistently met or exceeded, outliers are flagged for coaching
- Escalations and NPS detractors are handled with urgency, empathy, and precision, turning at-risk experiences into opportunities to wow our customers
- Leadership receives timely, data-backed insights that drive smarter decisions, improved workflows, and stronger team accountability
- Team performance, consistency and quality improve through your proactive coaching, feedback, and reinforcement of best practices
- Cross-functional collaboration feels seamless, enabling faster issue resolution and a unified, customer-first experience
Our take
Dentistry has long relied on outdated practices. Dandy was created to modernize and simplify dental operations by integrating technology into every aspect of the dental practice. Its goal is to streamline workflows, making dental practices more efficient and easier to manage.
While other startups have tried to bring technology to the dental field, Dandy distinguishes itself by understanding the industry's complexity and respecting the way dentists operate. Rather than overwhelming practitioners with a complete overhaul, Dandy introduces new features gradually, such as digitizing dental labs for procedures like crowns and implants.
Dandy aims to provide a complete "business-in-a-box" solution that allows dentists to focus on patient care while the platform handles administrative and operational tasks. While this vision has the potential to bring immense value to a field in need of innovation, the challenge lies in overcoming dentistry's resistance to change. Patience and persistence will be key as Dandy reshapes how dental professionals run their practices.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
12% employee growth in 12 months
Company
Funding (1 round)
Apr 2019
$4.4m
SEED
Total funding: $4.4m
Company benefits
- Comprehensive health plans: Your health is our top priority. We offer a range of comprehensive medical, dental, and vision plans so you can choose what works best for you. Some plans include employer contributions to Health Savings Accounts (HSAs), and we offer options that cover 100% of employee-only premiums.
- Flexibility, built-in: At Dandy, we flex-first, which means trusting you to own your day and deliver, working where and how you want. We believe that by embracing flexibility, we empower everyone to balance work and life in the way that works best for them. Some roles need to be on-site due to the nature of the work.
- Investing in your wellbeing: Your wellbeing is more than just physical health—that’s why our benefits are designed to support you in all aspects of life. From mental health resources included in our healthcare plans to perks like pet insurance, a gym stipend, and access to discount platforms like Perkspot, we offer a range of programs to help you feel your best—inside and outside of work.
- Shared Success: We believe in shared success—when the business wins, our employees do too. Through performance-based bonuses and equity opportunities, our team shares in the impact we create together.
Company HQ
New York, NY
Leadership
Toni Oloko
(Co-Founder)Previously worked in Special Projects at goPuff. Before that founded PracticeGigs which they went on to sell.
Daniel Hanover
(Co-Founder)Previously worked as a Product Manager at Yelp and as a Software Engineer at Facebook. Studied Management and Technology at Wharton.
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