Customer Experience Manager

📋 Description

• • As a Customer Experience Manager at Dandy Technology, Inc., you will be instrumental in shaping and scaling our customer success strategy for a groundbreaking new product line. This is a unique opportunity to build a critical function from its inception, establishing the foundational playbooks and infrastructure that will drive customer health, engagement, and growth across our rapidly expanding user base.
• • Your primary objective will be to minimize churn and maximize customer retention, ensuring that our dental practice clients not only remain with Dandy but also achieve measurable improvements in their operations and patient care through our technology.
• • You will be tasked with designing the complete customer success lifecycle, meticulously defining key touchpoints, identifying triggers for proactive intervention, developing robust customer health scoring mechanisms, and mapping out the entire journey from initial adoption to long-term partnership.
• • A core responsibility will be to deeply understand the root causes of customer churn. You will be expected to build sophisticated early warning systems to predict potential attrition and then devise and implement effective strategies to prevent it, safeguarding our customer relationships.
• • You will establish a clear set of metrics to gauge customer health and satisfaction. This includes building the necessary reporting infrastructure to monitor these metrics in real-time, enabling swift and informed decision-making.
• • As the team grows, you will be responsible for hiring, onboarding, and mentoring a high-performing team of Customer Success professionals. Your leadership will ensure the delivery of a best-in-class support experience to our dental practice clients nationwide, potentially overseeing 24/7 support operations.
• • Close collaboration with the Onboarding team is crucial to ensure a seamless transition for new clients. You will work to eliminate any gaps in the customer experience as they move from the onboarding phase into ongoing success management.
• • You will act as a vital liaison between our customers and internal teams, working closely with Product and Operations departments. Your role will involve effectively surfacing customer feedback, acting as a strong advocate for product enhancements and process improvements that directly contribute to increased retention and overall customer satisfaction.
• • A significant part of your role will involve developing and refining scalable, repeatable processes. These systems are essential to enable the Customer Success team to effectively manage a growing portfolio of clients without compromising the quality of service delivered.
• • You will also engage directly with practices that are identified as at-risk or are considered high-value accounts. Your hands-on involvement will be critical in driving positive outcomes for these clients, and you will serve as a key escalation point for complex issues when necessary.
• • This role demands a proactive, data-driven approach, leveraging insights from customer interactions and performance metrics to continuously refine strategies and improve the customer journey.
• • By building a strong foundation for customer success, you will directly contribute to Dandy's mission of modernizing the dental industry and empowering practices with technology and world-class support.