Account Manager, Canada

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.

Role Overview

We are seeking a Small & Mid-Sized Business (SMB) Account Manager to join our growing Canadian team. This role is ideal for a proactive relationship-builder with strong sales and customer service skills who is passionate about helping dental practices succeed.

You will own a book of business consisting of single-location dental practices across Canada, acting as a trusted advisor and growth partner. Your focus will be on driving adoption, satisfaction, and revenue growth through regular engagement, outbound touchpoints, and performance optimization.

What You’ll Do

- Customer Relationship Management: Build and maintain strong, trust-based relationships with dentists, office managers, and clinical staff.

- Drive Retention & Growth:

- Monitor account health to prevent churn and maintain a high Net Dollar Retention rate.

- Identify and execute on opportunities to grow “same store” sales through upsells, cross-sells, and increased utilization.

- Outbound Engagement: Conduct regular outbound calls, emails, and virtual meetings to drive engagement and adoption of Dandy products and workflows.

- Balance Inbound Requests: Respond promptly to practice needs, troubleshooting issues and coordinating with internal teams for quick resolution.

- Customer Education: Deliver ongoing product education and best practices to maximize ROI and customer satisfaction.

- Data-Driven Insights: Track account metrics and share actionable feedback with product, operations, and leadership teams.

- Travel: Up to 15% travel for customer visits, events, and company meetings.

Key Performance Indicators (KPIs)

- Customer Satisfaction:

- Maintain a high CSAT/NPS score

- Respond to and resolve escalations within SLA targets

- Net Dollar Retention:

- Achieve target Net Dollar Retention rate

- Account Growth:

- Meet or exceed quarterly same-store sales growth targets

- Activity Metrics:

- Hit outbound call/engagement cadence (e.g., weekly touchpoints for top accounts)

- Document all interactions and action plans in CRM

What We’re Looking For

- Experience: 2+ years in account management, customer success, or B2B sales, preferably in dental, healthcare, or SaaS.

- Sales & Service Skills: Proven track record of meeting revenue or retention goals, handling escalations, and driving adoption.

- Communication Skills: Excellent verbal and written communication skills in English; French proficiency is a plus (especially for Quebec market coverage).

- Self-Management: Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.

- Data-Driven: Comfortable using analytics and KPIs to guide decision-making.

- Tech-Savvy: Quick learner with CRM and productivity tools (e.g., Salesforce, HubSpot, or similar).

- Problem Solver: Resourceful and proactive, with a consultative approach to resolving customer challenges.

- Familiarity with Health Canada Compliance: Understand how Health Canada regulates dental materials as medical devices (including Class II/III device requirements) and the provincial nuances of regional licensing and practice norms (Ontario vs BC vs Quebec).

Why You’ll Love Working at Dandy

- Mission-driven company modernizing an entire industry.

- Fully remote role with flexibility.

- Competitive compensation package including base salary + performance-based incentives.

- Comprehensive benefits and professional growth opportunities.

Collaborative, fast-paced team that values customer obsession and innovation.

Req ID: J-802

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.

Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.

Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will do everything we can to meet your needs. Please consider visiting Dandy Careers for more information.

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