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Senior Manager, Customer Success & Support
GetDandy
- Irvine, California, United States
- Irvine, California, United States
Über
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
Sprachkenntnisse
- English
Hinweis für Nutzer
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