Lead, SMB Account Management

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.

Position Overview

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.

Key Responsibilities

Day to Day Support & Customer Engagement

• 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.

Team Leadership & Enablement

• 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.

Operational Excellence & Process Improvement

• 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.

Cross-Functional Partnership

• 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.

Qualifications

• 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 env