Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Manage and nurture the long-term relationships with Dispatch’s enterprise clients and their service provider networks.

• Take ownership of gross and net retention for a portfolio of enterprise accounts.

• Ensure timely renewals and track account health by monitoring adoption, usage, program performance, and stakeholder sentiment.

• Develop and implement account plans aligned with customer business objectives.

• Act as the escalation point for critical issues and facilitate internal resolutions.

• Cultivate multi-level relationships with users, champions, executive sponsors, and decision-makers.

• Lead Executive Business Reviews that emphasize customer outcomes.

• Create references, referrals, and advocates among customers.

• Understand customers’ business models, service operations, competitive challenges, and strategic goals.

• Identify operational difficulties and suggest improvements in workflow, processes, and field services.

• Construct and present value and ROI narratives linked to customer KPIs.

• Relay customer feedback to the Product team to influence the product roadmap.

• Discover expansion opportunities by aligning Dispatch products with customer requirements.

• Manage prospecting within the customer base, including qualification, proposals, negotiations, and closing upsell and cross-sell deals.

• Extend Dispatch’s presence across various business units, regions, service lines, and service provider networks.

• Formulate growth plans and prioritize whitespace opportunities.

• Establish new relationships within budgeting and buying centers.

• Utilize adoption, performance, and ROI data to bolster expansion business cases.

• Lead product pilots and proofs of value, transitioning successful results into broader implementations.

• Forecast the expansion pipeline in Salesforce and meet retention and expansion goals.

⛳️ Requirements

• A minimum of 5 years in Customer Success or Account Management within a SaaS or high-technology environment, specifically dealing with large enterprise accounts.

• Experience in Consulting or Professional Services is highly preferred.

• Proven ability to manage multiple accounts generating $250K+ ARR, with responsibility for renewal and retention metrics.

• Demonstrated success in achieving high gross and net retention, including recovering at-risk accounts and managing complex renewals.

• History of account growth through upselling, cross-selling, and encouraging the adoption of new products.

• Experience in maintaining expansion or net revenue retention targets.

• Proficient in managing the entire sales cycle with existing customers, encompassing business case development, pricing negotiations, and closing deals.

• Strong business insight regarding operations, P&L impact, and ROI.

• Ability to confidently present to and advise senior leaders at Fortune 1000 companies.

• Familiarity with software development processes.

• Self-motivated individual who can proactively manage accounts with minimal supervision.

• Experience in field service, home services, insurance, warranty, or service-network sectors is a significant advantage.

• Exceptional written and verbal communication, presentation, and facilitation skills.

• A consultative mindset combined with a curious approach.

• Strong skills in relationship-building, negotiation, and executive presence.

• Ability to convert usage and performance data into actionable insights and recommendations.

• Excellent leadership, teamwork, and cross-functional collaboration capabilities.

• Project management abilities with a knack for juggling multiple priorities.

• High attention to detail and commitment to meeting deadlines.

• Proficient in Microsoft Office, including PowerPoint, Excel, and Word.

• Basic knowledge of SQL and familiarity with Customer Success technologies such as Salesforce and Pendo.

🏝️ Benefits

• Professional development reimbursement program.

• Medical, dental, and vision package with 90% employer coverage.

• Paid parental leave.

• 401k plan with company matching.

• 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 options.

• Boston office available for use.

• Eligibility for bonuses.