Customer Success Team Lead

Role Overview

Customer Success Team Lead (Full Remote) at Dandy. You will supervise and elevate frontline Trainers to ensure a seamless onboarding experience for customers. You’ll coach and develop your team, implement a Quality Assurance strategy, and improve operational efficiency by identifying bottlenecks and collaborating with cross-functional partners.

Key Missions

• Lead and coach a team of Trainers responsible for exceptional customer onboarding, including regular 1:1s for feedback and professional growth.
• Design and implement a Quality Assurance (QA) strategy to audit performance, provide actionable feedback, and drive continuous improvement in onboarding.
• Identify operational bottlenecks and propose scalable solutions in partnership with cross-functional teams to improve consistency, efficiency, and scalability.

Requirements

• Proactive, data-driven leader who can take ownership of team performance, operational efficiency, and customer satisfaction.
• Proven ability to manage and develop a team with measurable performance improvements.
• 3+ years in fast-paced environments (e.g., startups, consulting, or tech).
• 2+ years of direct people management experience as a titled manager.
• Strong communication and cross-functional collaboration skills.
• Hands-on problem solving with a passion for customer success and operational efficiency.
• Comfortable working in ambiguous, high-velocity environments.
• Data mindset: ability to analyze performance metrics and implement improvements.
• Workforce management experience (scheduling and capacity planning).

Nice-to-haves

• Familiarity with the dental industry or prior experience in dentistry.
• Intellectual curiosity and a positive, fun team culture (including sense of humor).