Customer Success Team Lead, Enterprise

Responsibilities

• Lead, coach, and develop a team of Client Success Partners supporting enterprise and strategic DSO customers.
• Set clear performance expectations, monitor KPIs, and provide ongoing feedback and mentorship.
• Foster a high-performance, customer-centric culture focused on accountability and continuous improvement.
• Partner with leadership on hiring, onboarding, and training new team members.
• Oversee the health and performance of child accounts across enterprise customers.
• Support escalated customer interactions and serve as a senior point of contact for critical issues.
• Partner with Enterprise Account Managers to align on account strategy and retention plans.
• Establish and enforce best practices for managing customer health and Salesforce workflows.
• Ensure timely triage and resolution of escalations with a focus on root cause analysis.
• Drive process improvements to increase efficiency and scalability.
• Monitor team and account-level performance metrics, identifying trends and risks.
• Deliver reporting and insights to leadership on retention and engagement.
• Use data to inform strategic decisions and optimize initiatives.
• Drive retention and expansion across enterprise child accounts.
• Collaborate with Account Managers on cross-sell and upsell opportunities.
• Develop programs to improve customer engagement and long-term value.
• Aggregate voice-of-customer feedback and share with internal teams.
• Partner cross-functionally to improve products and services.
• Advocate for both the customer and the team within the organization.

What You'll Do

• Lead and manage a team responsible for retention of child accounts under the enterprise and strategic segment (such as DSOs).
• Drive execution of a team-based motion that delivers a best-in-class customer experience.
• Build strong relationships with key stakeholders and step in on escalated accounts.
• Leverage data-driven insights to guide priorities and mitigate churn risk.
• Oversee Salesforce workflows and ensure effective management of customer health.
• Partner with Enterprise AMs on strategy and growth initiatives.
• Ensure operational excellence with a focus on quality, speed, and consistency.
• Coach team members on communication, problem-solving, and account management.
• Drive outreach programs to increase retention and product adoption.
• Capture and elevate actionable customer feedback.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 3–5+ years of experience in customer success, account management, or a client-facing role, with at least 1–2 years in a leadership capacity.
• Experience in the dental industry or healthcare technology is a plus.
• Proven ability to lead and develop high-performing teams.
• Excellent verbal and written communication skills.
• Strong ability to build rapport and trust with stakeholders.
• Strategic thinker with a proactive, solution-oriented mindset.
• Comfortable using tools such as Salesforce to drive decisions.
• Highly organized with the ability to manage competing priorities.
• Collaborative leader who thrives in cross-functional environments.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work with a dynamic and innovative team in a rapidly growing industry.
• Professional development and growth opportunities.
• A collaborative and supportive work environment.
• The chance to make a significant impact on the success of our enterprise clients.
• For full-time positions, Dandy offers a wide range of best-in-class, comprehensive, and inclusive benefits tailored to each country where we operate. Our local benefits packages typically include healthcare, dental, mental health support, parental planning resources, retirement savings options, and generous paid time off.