Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world's leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.
Position Overview:
The Director of Account Management will lead the Account Management team and is responsible for driving Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) at Dandy.
You will oversee a team of Account Managers and collaborate with Sales, Product, and Customer Support teams to ensure customers achieve their desired outcomes while identifying opportunities for growth within the enterprise space. Your leadership will play a key role in achieving both retention and revenue targets, particularly within this high-value customer segment.
This role will develop and implement systems and tools like Salesforce, Gainsight, and Zendesk to manage customer success, drive cross-functional initiatives, and foster a proactive approach to solving customer issues.
Key Responsibilities:
- Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) through strategic account management and strong customer relationships.
- Identify upsell and cross-sell opportunities, particularly within the multi-location and Super Solo customer segments, to increase customer lifetime value (CLTV) and revenue growth.
- Develop and execute strategies to minimize churn
- Lead and mentor a high-performing team of Account Managers, providing guidance on customer engagement, account planning, and revenue growth strategies
- Establish key performance indicators (KPIs) for the team and track performance to ensure goals are consistently met or exceeded.
- Manage and grow the enterprise customer segment, focusing on developing tailored strategies that meet the unique needs of larger accounts.
- Build strong relationships with key enterprise stakeholders to drive long-term value, uncover growth opportunities, and deepen partnerships.
- Lead efforts to enhance the enterprise customer experience, ensuring high satisfaction and retention.
- Develop scalable processes for customer tracking, engagement, and retention efforts that can support SMB and enterprise-level clients through the implementation and optimization of tools like Salesforce and Gainsight to drive data-driven decision-making and improve visibility into customer health, risks, and opportunities
- Collaborate with Sales, Marketing, Product, RevOps, Enablement and Customer Success teams to ensure alignment on customer goals, challenges, and success metrics
Qualifications:
- 10+ years of experience in Account Management, General Management, Customer Success, or a related field, with at least 3-5 years in a leadership role.
- Demonstrable record of driving NRR and GRR improvements
- Experience implementing and managing systems like Salesforce and Gainsight to streamline account management processes.
- Strong leadership skills with experience managing and developing teams.
- Excellent communication, problem-solving, and organizational skills.
- Ability to thrive in a fast-paced environment and adapt to changing business needs.
- Proven success in cross-functional collaboration, aligning teams toward shared customer and revenue goals.
For full time positions, we offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off.
Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.
Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will move at Dandy speed and do everything in our power to meet your needs.
