THE ROLE
Our Customer Success team owns the long-term relationship with Dispatch's enterprise customers and their service provider networks. As a Customer Success Manager, you will be accountable for two things across a portfolio of strategic accounts: keeping our customers, and growing them. You will own retention, renewal, upsell, and cross-sell from the first conversation to signed contract - and you will carry a target for net revenue growth within your book.
You won't get there by working a ticket queue. You'll earn it by knowing each customer's business as well as they do: how they make money, how their service operations run, which metrics their leadership watches, and where they are headed next. You will act as a trusted consultant, bringing ideas and best practices that improve their service operations. Once you understand the business that well, growth follows. You will spot where Dispatch's newest products and capabilities fit, and you'll bring those opportunities to the customer and help turn them into expansion.
AS THE CUSTOMER SUCCESS MANAGER YOU WILL:
Protect and Renew the Base
- Own gross and net retention for your book of enterprise accounts, driving on-time renewals with no surprises
- Monitor account health through adoption, usage, program performance, and stakeholder sentiment, and step in early when risk signals appear
- Build and execute account plans that tie the Dispatch program to each customer's business goals and secure long-term renewal
- Serve as the escalation point for critical issues, rallying internal teams to resolve them and rebuild confidence
Build Deep, Multi-Level Relationships
- Develop trusted relationships from day-to-day users and program champions up to the executive sponsors and decision makers in operations, finance, and IT
- Avoid single-threaded accounts by building a network of advocates in every customer and across their service provider networks
- Set a consistent communication cadence and lead Executive Business Reviews that focus on outcomes, not activity
- Develop references, referrals, and customer advocates who will speak on Dispatch's behalf
Know the Customer's Business and Consult
- Learn each customer's business model, service operations, competitive pressures, and strategic priorities in depth
- Act as a consultant: diagnose operational challenges, recommend workflow and process improvements, and share field service best practices
- Build and present value and ROI stories that connect Dispatch to the customer's KPIs, such as first-time completion, speed to service, customer satisfaction, and cost to serve
- Bring the voice of the customer to the Dispatch Product team and help shape the roadmap around real business needs
Grow Accounts with New Products
- Find expansion opportunities by matching new Dispatch products and capabilities to each customer's gaps and goals
- Stay current on product releases and turn them into clear, customer-specific value propositions
- Own the full commercial cycle for your accounts: prospect within the base, qualify, propose, negotiate, and close upsell and cross-sell deals yourself
- Expand Dispatch's footprint within each account: new business units, regions, service lines, and service provider networks
- Build a growth plan for every account that maps current usage against the full Dispatch portfolio, and prioritize the biggest whitespace opportunities
- Uncover new budget and buying centers by building relationships beyond your core champion, in areas such as operations, customer experience, claims, and finance
- Use adoption, performance, and ROI data to build the business case for expansion, so each upsell is presented as a clear return for the customer
- Lead new product pilots and proofs of value with existing customers, then turn successful results into broader rollouts
- Use renewals as a chance to grow: combine renewals with expansions, multi-year commitments, and pricing that reflects the value delivered
- Own and forecast your expansion pipeline in Salesforce with accuracy, and hit quarterly net revenue retention and expansion targets
RequirementsWHAT WE'RE LOOKING FOR:
- 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, and comfort diagnosing a customer's business and recommending a path forward
- Experience managing multiple $250K+ ARR accounts with ownership of renewal and retention targets
- A proven record of high gross and net retention, including saving at-risk accounts and closing complex renewals
- A track record of growing accounts through upsell, cross-sell, and the adoption of new products, with experience carrying an expansion or net revenue retention target
- Experience owning the full sales cycle with existing customers, from building the business case to negotiating pricing and closing the deal, without handing off to a sales team
- The business acumen to understand how a customer makes money and to speak credibly about operations, P&L impact, and ROI
- Confidence presenting to, working with, and advising senior leaders at Fortune 1000 companies
- Enough technical savvy to have a working knowledge of how software gets built
- A self-starter who drives accounts proactively with minimal oversight and thrives in a fast-paced, results-driven culture
- Field service, home services, insurance, warranty, or service-network experience is a strong plus
SKILLS WE SEEK:
- Excellent written and verbal communication, presentation, and facilitation skills
- A consultative, curious approach: you ask great questions and listen more than you talk
- Strong relationship-building, negotiation, and executive presence
- Analytical ability to turn usage and performance data into insights and recommendations
- Strong leadership, teamwork, and cross-functional collaboration skills
- Project management skills: the ability to coordinate competing tasks and manage multiple priorities
- Keen attention to detail and adherence to deadlines
- Proficiency in Microsoft Office (PowerPoint, Excel, Word, etc.)
- Knowledge of basic SQL and Customer Success technology (Salesforce, Pendo, etc.)
WITHIN ONE MONTH, YOU WILL:
- Attend Dispatch's New Hire Orientation
- Meet one-on-one with Customer Success leadership, Product, and Support to learn what's working, what isn't, and where the biggest opportunities are
- Gain a strong understanding of the field service industry, the business challenges Dispatch solves, and the full Dispatch product suite, including new offerings
- Review each of your accounts: health, renewal dates, key stakeholders, and known risks
WITHIN THREE MONTHS, YOU WILL:
- Know your customers' businesses well enough to start teaching us something we don't know
- Own day-to-day relationships and a regular communication cadence across all of your accounts
- Have a documented account plan for each customer covering business goals, stakeholder map, health, renewal strategy, and growth opportunities
- Own your renewal targets and have mitigation plans in place for any at-risk accounts
- Complete a whitespace analysis across your book and identify your first expansion opportunities for new products
- Build, own, and report on a qualified expansion pipeline for your book
WITHIN SIX MONTHS, YOU WILL:
- Have executive-level relationships in each of your key accounts
- Coordinate and lead Executive Business Reviews that show measurable value and ROI
- Be seen by your customers as a strategic advisor, not only a point of contact
- Close renewals on time and close your first expansion deals
- Launch at least one new product pilot or proof of value with an existing customer
WITHIN TWELVE MONTHS, YOU WILL:
- Consistently achieve or exceed your gross retention, net retention, and expansion targets
- Lead value-planning discussions with customers backed by adoption, program performance, and ROI metrics
- Have measurably increased the ARR in your book through new products, business units, or service provider networks
- Have turned successful pilots into full rollouts and have customer case studies that support future growth
- Be an expert in software solutions for field service, with a wide network of relationships across the industry
BenefitsSALARY
The base salary range for this role is between $90,000 - $110,000 annually. Actual pay within the range is influenced by multiple factors, including but not limited to skill set, your residence location, and prior work experience. In addition to base salary, this position is eligible for benefits and bonus, which are not included in the provided pay range.
LOCATION
Dispatch fully accommodates remote work, as long as you have a permanent residence in Canada or the many US states we are registered in. Want to spend a month in Italy? Great, do it! Live in Maine? Sweet, we have another team member there! As long as you are crushing your goals and helping us drive the business forward, you do you. We also have an office in Boston that is open and available for you to use.
WE HAVE
- An amazing team focused on innovating and improving every day
- Room for growth and an emphasis on talent development including a professional development reimbursement program
- A fun, casual team environment with co-workers who will make you feel like you are an important part of our team, engage you in developing new solutions to challenging problems, and help you leverage your strengths
- A generous medical, dental, and vision package with 90% covered by us!
- Company sponsored Life Insurance coverage, short term disability, long term disability
- Additional perks including a wellness and adventure fund, as well as monthly personal Uber credits
- Flexible Paid Time Off (PTO), 9 company Holidays, and a flexible work schedule
Still with us?
We're ready to meet you if you wake up every day eager to get your hands dirty in a high growth start-up atmosphere. Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
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