Customer Success Team Lead, Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and cultivate a team of Client Success Partners dedicated to supporting enterprise and strategic DSO clients.

• Establish performance standards, track KPIs, and offer constructive feedback and guidance.

• Collaborate with leadership on recruitment, onboarding, and training initiatives.

• Manage the health and performance of child accounts within enterprise clients.

• Assist with escalated customer communications and act as a senior contact for critical issues.

• Work alongside Enterprise Account Managers to formulate account strategies and retention initiatives.

• Develop best practices for managing customer health and optimizing Salesforce workflows.

• Address and resolve escalations through root cause analysis.

• Implement process enhancements to improve efficiency and scalability.

• Track team and account performance metrics to identify trends and potential risks.

• Provide retention and engagement analytics and insights to leadership.

• Promote retention, expansion, cross-selling, upselling, customer engagement, and product usage.

• Collect voice-of-customer feedback and collaborate cross-functionally to enhance products and services.

• Guide team members in communication, problem-solving, and account management strategies.

• Champion the needs of customers and the team within the organization.

⛳️ Requirements

• Bachelor's degree in Business Administration, Marketing, or a related discipline.

• 3–5+ years of experience in customer success, account management, or a client-facing position.

• Minimum of 1–2 years in a leadership role.

• Experience in the dental sector or healthcare technology is advantageous.

• Demonstrated ability to lead and nurture high-performing teams.

• Exceptional verbal and written communication abilities.

• Capacity to establish rapport and trust with stakeholders.

• Strategic, proactive, and solution-focused approach to problem-solving.

• Proficient in using tools such as Salesforce to inform decision-making.

• Highly organized with the capability to manage multiple priorities.

• Collaborative leadership style in cross-functional settings.

• Authorized to work legally in the United States for Dandy.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Healthcare coverage.

• Dental benefits.

• Mental health support services.

• Resources for parental planning.

• Options for retirement savings.

• Generous paid time off policy.

• Opportunities for professional development and career growth.

• A collaborative and supportive work environment.