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Dandy Logo Dandy · Sales

Lead, SMB Account Management

United States 110000.00 USD / Year · Job Posted February 18, 2026
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Job Description

This role supports the Pool Practice AM team in managing a high-volume, fast-paced case queue while maintaining focus on proactive customer engagement that drives growth and retention. As Team Lead, you’ll coach and guide Account Managers to deliver consistent, high-quality service, serving as the bridge between frontline AMs and leadership to uphold operational excellence, customer satisfaction, and process consistency across a broad portfolio. You’ll leverage data-driven dashboards to strategically monitor performance, identify trends, and drive targeted outreach that supports growth, retention, and overall team efficiency.

Job Responsibility

  • Oversee daily queue operations to ensure timely and high-quality responses across all customer cases, maintaining accountability for queue volume, throughput, and SLA adherence
  • Actively monitor team activity and staffing coverage, ensuring all scheduled queue sessions are attended and that daily case volumes are cleared by end of day
  • Jump into the queue as needed to support high-demand periods, respond to or quarter back quick response to escalations, and/or assist with urgent customer cases
  • Engage directly with customers as needed for NPS detractor outreach, escalated calls, or complex issue resolution, in partnership with the AMs, modeling best-in-class communication and problem-solving
  • Serve as the first line of guidance for Pool Practice AMs, helping prioritize workloads, troubleshoot issues, and uphold SLAs
  • Model strong execution standards (organization, responsiveness, and attention to detail) to lead by example for Dandy Speed urgency, quality and efficiency
  • Support onboarding and continuous training for new AMs through shadowing, workflow demos, and feedback loops
  • Conduct weekly performance and coaching conversations: review daily/weekly activity dashboards, provide feedback on trends, listen to calls and flag outliers to leadership
  • Reinforce consistency in workflows, communication, talk tracks, and documentation across the team
  • Identify workflow gaps or inefficiencies and make actionable recommendations to improve processes, templates, and automation opportunities
  • Support leadership in implementing playbooks, campaign rollouts, and customer engagement experiments
  • Assist in driving compliance on accurate and timely Vitally and SalesForce workflows to ensure visibility, context sharing, and operational tracking for the Pool customer base
  • Leverage team and customer data to spot emerging patterns in churn risk, adoption, or satisfaction and take initiative to course-correct using automated campaigns in Vitally
  • Partner with leadership on KPI reviews (outreach SLAs, adoption rates, renewal readiness) and help maintain data hygiene across systems
  • Partner cross-functionally with CX, Sales, Ops, and Product to drive alignment, streamline processes, and ensure a cohesive customer experience
  • Act as a point of contact for operational coordination between the Pool Practice AM team and other departments

Requirements

  • 2+ years of experience in Account Management, Customer Success, or Sales, preferably within SaaS, healthcare, or dental technology
  • Demonstrated ability to manage a high-volume portfolio while maintaining quality and organization
  • Prior experience mentoring peers or informally leading a team preferred
  • Strong written and verbal communication skills, with the ability to convey clarity and empathy to customers and teammates
  • Proficient in CRM and workflow tools (Salesforce, Vitally, etc.), with comfort navigating dashboards, alerts, and case queues
  • Highly organized, proactive, and adaptable in a fast-paced environment
  • Energized by improving processes, building team culture, and delivering great customer outcomes at scale

What we offer

  • Healthcare
  • Dental
  • Mental health support
  • Parental planning resources
  • Retirement savings options
  • Generous paid time off
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