Account Manager, SMB Dedicated I

Position Overview:

Dandy is looking for an Account Manager to join the growing team and delight our customers: dentists across the country. New customers will be transitioned directly from sales to you, and you will quickly build your portfolio to 200+ accounts. Our Multi Location segment serves parent accounts that have more than 1 location.

As the owner of your book of business, your primary focus will be on driving revenue per practice (ARPP) by proactively fostering strong customer relationships, activating new user (doctor) growth, and expanding into new locations. You will collaborate closely with Sales, Training, and Customer Support to drive customer satisfaction and ultimately customer retention.

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.