Account Manager, SMB Dedicated I

Key Responsibilities

Book Management

• Own a portfolio of multi-location accounts and drive NRR through proactive planning and engagement.
• Analyze account performance and customer feedback to build strategic engagement plans tailored to each parent organization.
• Use a mix of service and commercial skills to guide practices through critical moments in the Dandy journey.
• Leverage dashboards and data triggers to prioritize outreach and identify expansion or renewal opportunities across sites.

Revenue Growth

• Identify and execute upsell and cross-sell opportunities within each parent account.
• Drive activation of additional doctors and scanners within existing practices.
• Lead expansion into new practice locations, ensuring consistent onboarding and alignment with parent-level goals.

Client Relationship Management

• Build and maintain strong, long-term relationships with executives, doctors, and/or practice managers across all locations.
• Serve as a strategic consultant, offering tailored solutions and guidance to align with customer objectives.
• Negotiate contract terms with key stakeholders and implement churn-reduction strategies.
• Partner cross-functionally with Sales, CX, Training, Ops and Marketing to ensure a unified customer experience across locations.

Clinical Knowledge

• Develop a deep understanding of dental practice operations and the competitive digital dentistry landscape.
• Communicate confidently in the "language" of clinicians to provide consultative problem-solving and drive adoption.
• Stay informed on product updates, scanner capabilities, and market trends to add strategic value in every interaction.

Continuous Improvement

• Experiment with new tactics, talk tracks, and engagement models to improve retention and expansion.
• Collaborate across teams to ensure customers receive timely, consistent support during every stage of their journey.
• Capture and share Voice of Customer insights to influence product and operational enhancements.
• Contribute to playbook development that scales successful multi-location engagement strategies company-wide.

Qualifications

• 2+ years of experience in Sales, Account Management, or Customer Success within or related to SaaS/healthcare vertical, dental industry experience a plus.
• Proven track record of upselling, cross-selling, and growing complex account portfolios.
• Experience managing relationships with multiple stakeholders at small-to-medium business groups or multi-site organizations.
• Comfortable spending 60%+ of your day engaging with clients by phone or video.
• Highly analytical with the ability to interpret data dashboards to inform strategy.
• Empathetic, curious, and passionate about understanding customer pain points.
• Strong communicator with exceptional organization, follow-through, and problem-solving skills.
• Self-motivated, performance-driven, and adaptable to a fast-paced environment.
• Willingness to travel for offsites, industry events, or key customer visits.