Senior Manager, Customer Success & Support

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 #J-18808-Ljbffr