Overview

Senior Manager, Customer Success & Support

GetDandy is an AI-powered digital front office for local businesses. We help over 10,000 SMBs across the U.S. capture leads, manage reputation, and automate customer communication using custom AI agents that work 24/7.

We are at $9M ARR, growing quickly, and focused on doing two things exceptionally well:

  • Getting customers to value fast
  • Keeping customers happy, retained, and growing

The Opportunity

We’re hiring a Senior Manager, Customer Success & Support to lead Customer Support and Account Management / Onboarding. This role owns outcomes, not just people.

You will be directly accountable for:

  • Onboarding success
  • Revenue retention
  • Support quality and execution

This is a hands‑on leadership role with a meaningful performance‑based compensation component. If you believe strong execution should be rewarded, this role is built for you.

Compensation

Target OTE: $150,000–$170,000

  • Base (60%): $90,000–$102,000
  • Bonus (40%): $60,000–$68,000
  • Bonus cadence: Quarterly (¼ of target each quarter)

This structure intentionally rewards leaders who deliver measurable results.

How the Bonus Works (40% Variable)

1) Retention / Revenue Churn (50%)

Metric: Monthly revenue churn

Targets:

Threshold: 2.5%

Target: 2.0%

Stretch: 1.5%

Payout:

Miss threshold: 0%

Hit target: 100%

Stretch: up to 150%

2) Onboarding Success (35%)

Metric: % of new customers successfully onboarded within 30 days

“Successful” means:

Account live

Core integration connected

First workflow or campaign launched

Initial training completed

Targets:

Threshold: 70%

Target: 80%

Stretch: 90%

Payout: 0% / 100% / 150%

3) Support Quality & Execution (15%)

Binary, table‑stakes metric (one of the following):

  • CSAT target met
  • SLA compliance met
  • Ticket backlog under target for the full quarter

Miss = 0% | Hit = 100%

Safeguards are in place to prevent “grow fast, churn later” behavior and to keep incentives aligned with sustainable outcomes.

What You’ll Own

Customer Onboarding & Account Management

  • Lead onboarding from signup through first value
  • Ensure 80%+ of customers are successfully onboarded within 30 days
  • Define, document, and enforce onboarding success criteria
  • Coach Account Managers on execution, consistency, and customer communication
  • Identify onboarding friction and partner with Product and Engineering to fix it

Customer Support & Retention

  • Lead an 8‑person customer support team handling inbound support and escalations
  • Own customer retention outcomes with a target of ≤2% monthly revenue churn
  • Personally step in on high‑risk escalations when needed
  • Improve response times, resolution quality, and overall customer experience
  • Implement QA processes to maintain consistent support standards

Team Leadership & Operations

  • Manage, coach, and develop 11 total reports across Support and Account Management
  • Set clear expectations, metrics, and accountability
  • Run weekly team meetings, 1:1s, and performance reviews
  • Help recruit and ramp future hires as the company scales
  • Build processes that work now and at $15M+ ARR

Reporting & Metrics

  • Track onboarding success, churn, and support KPIs
  • Use data to identify risk early and take corrective action
  • Maintain clean, auditable metric definitions leadership can trust

What Success Looks Like

  • New customers reach value quickly and consistently
  • Upset customers are retained and de‑escalated
  • Revenue churn stays at or below target
  • Teams are accountable, improving, and motivated
  • Leadership has clear visibility into customer health

Requirements

  • 5+ years in Customer Success, Support, or Account Management in B2B SaaS
  • 2+ years managing teams across customer‑facing functions
  • Direct ownership of onboarding, retention, or churn metrics
  • Strong operational mindset with a bias toward execution
  • Comfortable with performance‑based compensation
  • Excellent communication and escalation‑handling skills
  • Experience serving SMB customers is a strong plus

Nice to Have

  • Experience at a $5M–$20M ARR SaaS company
  • High‑volume SMB customer base experience
  • Familiarity with CS tools (ticketing, CRM, onboarding platforms)
  • Exposure to AI, automation, or marketing technology

Why Join GetDandy

  • Clear ownership and accountability
  • Direct impact on customer experience and company growth
  • High upside for strong performers
  • Fully remote team
  • Opportunity to grow into a Director role as we scale

Our Hiring Process

  • Initial screen focused on metrics and past results
  • Practical interview covering onboarding, retention, and escalations
  • Final conversation on leadership style and expectations
  • If you’re a customer leader who believes great execution should be rewarded, we’d love to meet you.

Seniority level

  • Mid‑Senior level

Employment type

  • Full‑time
  • Software Development

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