Senior Manager, Customer Success & Support

Senior Manager, Customer Success & Support

Get Dandy 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

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.

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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.

• Mid‑Senior level

• Full‑time
• Software Development