Lead, SMB Account Management

Dandy Technology, Inc.

Job Overview

Location

USA - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Dandy Technology is revolutionizing the dental industry, a sector valued at over $200 billion, by modernizing its operations through innovative technology. As a rapidly growing, venture-backed company, Dandy is building a comprehensive operating system for dental offices worldwide. This mission is powered by a commitment to empowering clinicians and their teams with cutting-edge technology, fostering innovation, and providing unparalleled support to help them achieve greater success for their practices, their staff, and their patients. The Lead, SMB Account Management role is pivotal in this expansion, focusing on managing a high-volume, fast-paced environment while driving proactive customer engagement to foster growth and retention.
• In this dynamic role, you will be instrumental in overseeing the daily operations of the Pool Practice Account Management (AM) team. Your primary responsibility will be to ensure that all customer cases are addressed promptly and with the highest quality, maintaining strict adherence to service level agreements (SLAs) and managing overall queue volume and throughput. You will actively monitor team activity and staffing levels to guarantee that all scheduled queue sessions are covered and that daily case volumes are successfully cleared by the end of each business day. During periods of high demand, you will be expected to step into the queue directly, providing immediate support, handling urgent customer cases, and offering quick, effective responses to escalations. Furthermore, you will engage directly with customers when necessary, particularly for Net Promoter Score (NPS) detractor outreach, escalated calls, or complex issue resolution, working in partnership with the AMs to model exemplary communication and problem-solving skills.
• As a leader, you will serve as the primary point of contact and guidance for the Pool Practice AMs, assisting them in prioritizing their workloads, troubleshooting challenges, and ensuring consistent SLA adherence. You will lead by example, demonstrating strong execution standards in organization, responsiveness, and meticulous attention to detail, embodying the urgency, quality, and efficiency that Dandy Speed represents. Your role will also involve supporting the onboarding and ongoing professional development of new AMs through shadowing opportunities, workflow demonstrations, and constructive feedback loops. You will conduct regular weekly performance and coaching conversations, reviewing daily and weekly activity dashboards, providing insightful feedback on observed trends, and listening to calls to identify outliers and areas for improvement, flagging these to leadership.
• A key aspect of your leadership will be reinforcing consistency across the team in workflows, communication strategies, standard talk tracks, and documentation practices. You will proactively identify workflow gaps and inefficiencies, developing and proposing actionable recommendations for process improvements, template enhancements, and automation opportunities. You will collaborate with leadership to implement new playbooks, roll out marketing campaigns, and support customer engagement experiments. Your role will also involve driving compliance with accurate and timely use of Vitally and Salesforce workflows, ensuring visibility, context sharing, and effective operational tracking for the entire Pool customer base. By leveraging team and customer data, you will be adept at spotting emerging patterns related to churn risk, product adoption, or customer satisfaction, taking initiative to implement corrective actions, potentially through automated campaigns within Vitally.
• You will partner closely with cross-functional teams, including Customer Experience (CX), Sales, Operations, and Product, to foster alignment, streamline processes, and ensure a cohesive and exceptional customer experience. You will act as a central point of contact for operational coordination between the Pool Practice AM team and other departments, facilitating smooth communication and collaboration. Success in this role is defined by the consistent clearing of the daily case queue, demonstrating a strong sense of ownership and commitment to operational excellence. You will ensure staffing coverage and schedule compliance are maintained, with all case and escalation SLAs consistently met or exceeded, and outliers flagged for targeted coaching. Escalations and NPS detractors will be handled with urgency, empathy, and precision, transforming potentially negative experiences into opportunities to delight customers. You will provide leadership with timely, data-backed insights that inform strategic decisions, enhance workflows, and strengthen team accountability. Ultimately, you will drive improvements in team performance, consistency, and quality through your proactive coaching, feedback, and reinforcement of best practices, ensuring that cross-functional collaboration feels seamless, leading to faster issue resolution and a unified, customer-first experience.

🎯 Requirements

• 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 is 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.

🏖️ Benefits

• Comprehensive and inclusive benefits tailored to each country of operation.
• Benefits packages typically include healthcare, dental, and mental health support.
• Includes parental planning resources, retirement savings options, and generous paid time off.

Skills & Technologies

REST

Senior

Remote

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Dandy Technology, Inc.

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About Dandy Technology, Inc.

Dandy Technology, Inc. operates a digital platform that connects dental practices with dental laboratories, streamlining the design, ordering, and delivery of restorative dental products such as crowns, bridges, and clear aligners. The company combines intra-oral scanning, AI-assisted design, and centralized manufacturing to shorten turnaround times and reduce remakes. Dentists ship impressions or digital scans to Dandy’s U.S. lab, track cases online, and receive finished appliances within days. Founded in 2019 and headquartered in New York City, Dandy aims to modernize dental lab workflows and improve patient outcomes through integrated software, logistics, and support services.

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