Account Manager, Practice Success

Position Overview

Dandy is seeking an SMB Practice Success Account Manager to support our growing SMB customer base of single-location dental practices. This role is designed for scaled, high-volume account management, where customers require light-touch, proactive engagement rather than dedicated 1:1 ownership.

As the owner of a large portfolio of accounts (4,500+), you will drive retention, product adoption, and customer satisfaction through data-driven outreach, operational excellence, and efficient issue resolution. You will play a critical role in ensuring customers reach activation milestones, maintain engagement, and realize ongoing value from Dandy.

You will partner closely with Sales, CX, Training, Ops, and Marketing to deliver a consistent and high-quality customer experience at scale.

Key Responsibilities

Book Management

• Manage a large portfolio of single-location practices, focusing on retention, expansion and account health through proactive, data-informed engagement.

• Use dashboards, reports, and alerts to identify at-risk accounts and execute outreach within defined SLAs to ensure activation, utilization, and renewal readiness.

Commercial Growth

• Identify and execute targeted campaigns to increase scanner utilization, product adoption, and engagement.

• Drive activation of new doctors within existing practices.

• Promote and sell additional scanners or product expansions where appropriate.

Client Relationship Management

• Build rapport with practice managers and key stakeholders through consistent, professional communication.

• Serve as a trusted partner for questions, training, and troubleshooting support.

• Collaborate with senior AMs and CX teams to resolve escalations or complex customer needs quickly.

Operational Excellence

• Deliver high-quality service with speed, attention to detail, and efficiency.

• Maintain accurate, detailed account notes and documentation for full visibility across the AM and CX teams.

• Partner cross-functionally with Sales, CX, Training, Ops and Marketing to ensure a unified customer experience across locations.

Continuous Improvement

• Participate in team experiments designed to improve retention, operational workflows, and engagement tactics.

• Embrace innovation and iteration to continuously refine the solo segment motion for scalability and impact.

Qualifications

• 1+ years of experience in Sales, Account Management, Customer Support, Customer Onboarding or Customer Success within or related to SaaS/healthcare vertical, dental industry experience a plus.

• Proven ability to manage a high-volume portfolio with strong attention to detail and prioritization.

• Experience using Case Queues, or CRM dashboards to drive daily workflows and outreach.

• Strong written and verbal communication skills, comfortable engaging with customers over phone and email.

• High degree of organization, follow-through, and accountability.

• Curious, proactive, and energized by fast-paced, evolving environments.

• Passionate about improving customer experience and contributing to team success.