Note: The job is a remote job and is open to candidates in USA. GetDandy is an AI-powered revenue center for local businesses, helping SMBs capture revenue through AI agents that answer calls, respond to texts, and convert inbound inquiries into booked appointments. The Customer Success Manager will own a portfolio of SMB customers, driving retention, expansion, adoption, and revenue growth through proactive engagement and performance-based pricing.
Responsibilities
- Retention — ensuring customers understand and realize ROI
- Expansion — upgrading customers into our AI Revenue Center products
- Revenue Growth — driving adoption of our performance-based (Dandy Dollar) model
- Run proactive check-ins and performance reviews
- Reframe value using ROI and revenue generated (Dandy Dollars)
- Turn at-risk customers into retained accounts
- Handle “not seeing value” conversations and resolve them effectively
- Identify opportunities to expand customers into:
- AI Voice Agent
- AI Texting Agent
- Web Chat / Google integrations
- Convert customers from legacy products into full AI Revenue Center plans
- Introduce and sell performance-based pricing (percentage of Dandy Dollars)
- Manage a large book of SMB accounts
- Drive outbound engagement (calls, texts, email)
- Own your pipeline of expansion opportunities
- You are measured on:
- Net Revenue Retention (NRR)
- Expansion revenue
- Churn reduction
- Help them see that
- Help them fix it
- Help them grow
Skills
- Experience working with small/local businesses (critical)
- Background in one of: • Account Management • Customer Success • Sales (SMB-focused) • Marketing services for SMBs
- You can explain ROI in simple, clear terms
- You're comfortable having direct, sometimes tough conversations
- You can turn skepticism into opportunity
- You are proactive—not reactive
- You enjoy working with small business owners (and understand how they think)
Company Overview