Customer Experience Manager
Dandy
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $186,000 per year
About the role
- 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
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
Benefits
- healthcare
- dental
- mental health support
- parental planning resources
- retirement savings options
- generous paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementclient servicesdata analysismetrics establishmentreporting infrastructureprocess designretention improvementscalable playbooksintervention triggers
Soft Skills
communicationrelationship managementproblem-solvingteam leadershipprocess orientationhands-on approachadvocacycollaborationorganizational skillscustomer engagement