Customer Success Partner, Enterprise

Responsibilities

• Own the day-to-day relationship and performance management of child accounts within enterprise and strategic DSO customers.
• Act as the primary point of contact for designated practices, building trust and rapport with both clinical and non-clinical stakeholders.
• Support Enterprise Account Managers in driving retention and satisfaction across the broader DSO relationship.
• Monitor customer health using Salesforce and other data tools; proactively reach out to accounts with declining order volume or engagement.
• Triage escalations from child accounts, resolving root causes and ensuring client issues are fully addressed.
• Track key account metrics, prepare performance reports, and identify trends to inform account strategies.
• Ensure optimal adoption and utilization of Dandy Dental Labs' full suite of products and services.
• Identify expansion opportunities within child accounts (e.g., cross-sell, upsell) and collaborate with AMs to execute.
• Execute targeted outreach and campaigns to increase retention, engagement, and customer satisfaction.
• Gather client feedback and relay it to relevant internal teams for product and service improvement.
• Drive retention of child accounts under the enterprise and strategic customer segment.
• Utilize data-driven triggers and reporting to identify and act on opportunities to improve customer experience.
• Provide strategic account support on escalated issues.
• Proactively manage customer health by triaging data-driven Salesforce cases.
• Conduct strategic outreach to drive cross-sell or up-sell programs.
• Capture actionable voice of customer feedback and follow through on feedback loops.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• 1-2 years of experience in account management, customer success, or a client-facing role, preferably within a B2B environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a proven ability to build rapport and trust with clients.
• Proactive problem-solver with keen attention to detail and a customer-centric approach.
• Comfortable learning and navigating new software platforms and digital tools.
• Highly organized and able to manage multiple tasks and priorities effectively in a fast-paced environment.
• Ability to work collaboratively within a team.

Nice-to-Haves

• Experience in the dental industry or healthcare technology.