Sr Manager, Global Customer Success Operations

Dandy is transforming the dental industry with innovative technology and exceptional support. The Senior Manager, Global Customer Success Operations will lead the training organization, overseeing teams responsible for onboarding new dental practices and ensuring operational excellence across multiple regions.

Responsibilities:

• Lead and develop a team of Training and Operations Managers overseeing field, virtual, and international trainers
• Drive performance through clear OKRs, coaching, and accountability frameworks
• Own global training operations, including capacity planning, scheduling, and resource allocation, ensuring teams are deployed efficiently to meet business objectives across multiple regions and time zones
• Define and track KPIs that measure onboarding quality, efficiency, and trainer productivity, using data to inform continuous improvement and resource planning
• Build leadership capability within the Training organization — hiring, mentoring, and developing managers to become exceptional people leaders
• Collaborate cross-functionally with Sales, Customer Success, Product, and Clinical teams to align training programs with evolving business needs and customer feedback
• Oversee end-to-end training logistics and capacity planning, ensuring seamless execution across multiple time zones and delivery formats
• Identify and address operational bottlenecks across teams, processes, and systems; implement process improvements to drive standardization and scalability
• Champion the customer experience through consistent, high-quality onboarding that builds trust, confidence, and adoption
• Leverage data from multiple sources (Performance dashboards, LMS, feedback surveys) to drive operational excellence, and enhance overall team effectiveness

Requirements:

• 7+ years of experience in operations, training, or customer experience leadership roles within a high-growth or large-scale organization
• Proven success as a 'manager of managers', leading multiple teams and developing strong people leaders
• Strong operational and analytical mindset, with deep experience using performance data to guide team coaching, quality, and capacity decisions
• Experience scaling global teams and building consistency across regions, delivery modes (virtual and field), and customer types
• Highly process-oriented, with a track record of creating and improving cross-functional workflows
• Excellent stakeholder management and communication skills, capable of influencing across functions and levels
• Strong customer empathy and understanding of how to translate customer needs into operational solutions
• Comfort operating in ambiguity, with a willingness to roll up your sleeves to solve complex problems
• Experience in healthcare, SaaS, or high-touch B2B environments
• Familiarity with global or multilingual teams, especially across North America and Europe