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GetDandy · 3 days ago

Senior Manager, Customer Success & Support

United States

Full-time

Remote

Senior Level

$150K/yr - $170K/yr

5+ years exp

GetDandy is an AI-powered digital front office for local businesses, helping over 10,000 SMBs across the U.S. capture leads and automate customer communication. They are seeking a Senior Manager, Customer Success & Support to lead Customer Support and Account Management, ensuring onboarding success, revenue retention, and support quality.

Computer Software

Responsibilities

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

Qualification

Customer Success ManagementOnboarding SuccessTeam LeadershipB2B SaaS ExperiencePerformance MetricsEscalation HandlingOperational MindsetCustomer RetentionSMBsCS ToolsExposure to AICommunication