Senior Manager of Account Management, Enterprise

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.

About the Role

As the Senior Manager of Enterprise Account Management, you will lead a high-impact team responsible for managing and growing Dandy’s most strategic, multi-location enterprise accounts. Your mission is to maximize Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) by ensuring our enterprise clients achieve their business objectives, realize full value from our solutions, and expand their partnership with Dandy.

You will define the strategy, build scalable processes, and create a culture of proactive, consultative engagement. Partnering closely with Sales, Product, Customer Success, and other teams, you will ensure our largest customers see Dandy as an indispensable partner in their success.

What You’ll Do

Retention & Growth

• Own NRR and GRR outcomes for the enterprise segment, with a focus on strategic account planning and proactive relationship management.

• Identify key value drivers for our clients and build processes to deliver these to our accounts.

• Build an operating model that scales with our key accounts as they rapidly expand through acquisitions in the market.

• Develop churn mitigation strategies rooted in data insights and tailored to enterprise customer needs.

• Drive product enhancement initiatives and act as escalation points for strategic accounts.

• Analyze user engagement data and present account business reviews with actionable insights.
  

Team Leadership & Development

• Lead and develop a team of Enterprise Account Managers to consistently deliver value, exceed targets, and grow within their careers. Coach internal teams on product best practices and workflows.

• Establish clear KPIs, dashboards, and reporting to monitor performance and drive accountability.

• Foster a culture of consultative partnership, operational excellence, and customer advocacy.
  

Enterprise Customer Experience

• Build deep, trusted relationships with senior stakeholders to become a strategic advisor and influence long-term partnerships

• Serve as the executive escalation point for enterprise customers, ensuring swift resolution and positive outcomes

• Partner with Enablement and Product to equip the team with playbooks, best practices, and training for managing complex accounts
  

Operational Excellence

• Implement scalable processes for customer tracking, engagement, and health monitoring using tools like Salesforce, Vitally, and Zendesk

• Leverage analytics and customer health data to proactively identify risk, forecast renewals, and uncover growth opportunities

• Analyze user engagement data and lead account business reviews with actionable insights for the company and client

• Collaborate cross-functionally with Sales, Product, Marketing, RevOps, and Support to ensure alignment on customer goals, success criteria, and strategic initiatives
  

What We’re Looking For

• 5–7+ years in customer success or account management of complex, enterprise or multi-location accounts with at least 3 years leading teams in a SaaS environment. Experience in dental industry is a plus

• Track record driving measurable retention (NRR/GRR), upsell expansions, and customer advocacy. Demonstrate ability to improve through data-driven strategies
  Experience implementing CRMs and customer success tools (Salesforce, Vitally, Gainsight, or similar); comfort with BI and analytics is a strong plus

• Strong executive presence with the ability to influence C-level stakeholders and drive results in fast-paced environments.

• Proven success managing enterprise, multi-location, or multi-governance accounts with measurable retention and expansion outcomes

• Excellent leadership, communication, and problem-solving skills, with a track record for mentoring and developing talent into high performing teams. Excels at building scalable processes from the ground up

• Proactive approach to probl