Customer Experience Manager

Dandy • New York, NY

1d

About The Position

Dandy is transforming the massive and antiquated dental industry—an industry worth over $200B. Backed by some of the world’s leading venture capital firms, we’re on an ambitious mission to simplify and modernize every function of the dental practice through technology. As we expand our reach globally, Dandy is building the operating system for dental offices around the world—empowering clinicians and their teams with technology, innovation, and world-class support to achieve more for their practices, their people, and their patients.
About the Role
Dandy is hiring a Customer Success Manager to build and own our customer success motion from the ground up for a new product line. This person will be fully responsible for designing the playbook that keeps practices healthy, engaged, and growing — and for building the scalable infrastructure to deliver it consistently across a rapidly expanding customer base. Low churn, strong retention, and measurable practice outcomes are your north star.

Requirements

• 5+ years in Customer Success, Account Management, or Client Services within a high-growth startup or SaaS environment
• Proven ability to build 0-to-1 — you've designed a CS function or motion from scratch, not just managed a pre-built team
• Highly process-oriented with a bias toward documentation, systematization, and scalable playbooks
• Track record of driving measurable retention improvements and expanding customer value over time
• Excellent communicator with the ability to manage relationships across practice owners, office managers, and DSO operators
• Experience working as part of a high-performing interconnected operations team
• Willingness to roll up your sleeves and fix problems in a hands-on manner when needed
• Experience using data to analyze performance and drive strategic decision making

Nice To Haves

• Outstanding professional references to share
• Experience with marketplace models
• Investment banking or management consulting backgrounds
• Part of a startup acquisition or IPO
• Relentlessly positive attitude, strong sense of humor, and the ability to have fun at work

Responsibilities

• Build the end-to-end customer success playbook: define touchpoints, intervention triggers, health scoring, and the full lifecycle journey for a ramped practice
• Own churn — understand its root causes, build the early warning systems to predict it, and develop the motion to prevent it
• Establish clear metrics for customer health and build the reporting infrastructure to track and act on them in real time
• Hire and onboard a high-performing team to deliver a best in-class experience to our dental practice clients across the nation with 24/7 support
• Partner with Onboarding to ensure a clean handoff from early lifecycle into ongoing success, with no gaps in customer experience
• Work closely with Product and Operations to surface customer feedback and advocate for changes that directly impact retention and satisfaction
• Build scalable, repeatable processes that allow the CS team to support a growing book of business without sacrificing quality
• Engage directly with at-risk or high-value practices to drive outcomes, serving as a hands-on escalation point when needed

Benefits

• 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—ensuring our team members are supported no matter where they live and work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed