Customer Success Manager

Job Description:

• Own the long-term relationship with Dispatch’s enterprise customers and their service provider networks
• Own gross and net retention for a portfolio of enterprise accounts
• Drive on-time renewals and monitor account health through adoption, usage, program performance, and stakeholder sentiment
• Build and execute account plans tied to customer business goals
• Serve as escalation point for critical issues and coordinate internal resolution
• Develop multi-level relationships with users, champions, executive sponsors, and decision makers
• Lead Executive Business Reviews focused on customer outcomes
• Develop references, referrals, and customer advocates
• Learn customers’ business models, service operations, competitive pressures, and strategic priorities
• Diagnose operational challenges and recommend workflow, process, and field service improvements
• Build and present value and ROI stories connected to customer KPIs
• Bring customer feedback to the Product team and help shape the roadmap
• Identify expansion opportunities by matching Dispatch products to customer needs
• Own prospecting within the customer base, qualification, proposals, negotiations, and closing of upsell and cross-sell deals
• Expand Dispatch’s footprint across business units, regions, service lines, and service provider networks
• Build growth plans and prioritize whitespace opportunities
• Develop new budget and buying-center relationships
• Use adoption, performance, and ROI data to support expansion business cases
• Lead product pilots and proofs of value and convert successful results into rollouts
• Forecast the expansion pipeline in Salesforce and achieve retention and expansion targets

Requirements:

• 5+ years in Customer Success or Account Management at a SaaS or high-technology company, working with large enterprise accounts
• Consulting or Professional Services experience strongly preferred
• Experience managing multiple $250K+ ARR accounts with ownership of renewal and retention targets
• Proven record of high gross and net retention, including saving at-risk accounts and closing complex renewals
• Track record of growing accounts through upsell, cross-sell, and adoption of new products
• Experience carrying an expansion or net revenue retention target
• Experience owning the full sales cycle with existing customers, including business case development, pricing negotiation, and closing
• Business acumen regarding operations, P&L impact, and ROI
• Confidence presenting to, working with, and advising senior leaders at Fortune 1000 companies
• Working knowledge of how software gets built
• Self-starter able to drive accounts proactively with minimal oversight
• Field service, home services, insurance, warranty, or service-network experience is a strong plus
• Excellent written and verbal communication, presentation, and facilitation skills
• Consultative and curious approach
• Strong relationship-building, negotiation, and executive presence
• Ability to turn usage and performance data into insights and recommendations
• Strong leadership, teamwork, and cross-functional collaboration skills
• Project management skills and ability to manage multiple priorities
• Keen attention to detail and adherence to deadlines
• Proficiency in Microsoft Office, including PowerPoint, Excel, and Word
• Knowledge of basic SQL and Customer Success technology such as Salesforce and Pendo

Benefits:

• Professional development reimbursement program
• Medical, dental, and vision package with 90% covered by the employer
• Paid parental leave
• 401k with company match
• Company-sponsored life insurance coverage
• Short-term disability coverage
• Long-term disability coverage
• Wellness and adventure fund
• Monthly personal Uber credits
• Flexible Paid Time Off (PTO)
• 9 company holidays
• Flexible work schedule
• Remote work
• Boston office available for use
• Bonus eligibility