Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct, mentor, inspire, and cultivate the Customer Success team

• Oversee the Customer Success strategy and operational model for Dispatch and Youreka

• Provide top-level oversight for Dispatch's key strategic accounts

• Manage renewal and expansion strategies, retention rates, renewal performance, expansion ARR, and account development

• Lead or assist with complex enterprise renewals and expansions, encompassing negotiation, pricing, value positioning, stakeholder alignment, contract strategies, and closure

• Guide CSMs on commercial strategies, executive engagement, account planning, negotiation, value selling, and expansion prospects

• Establish connections with senior and executive customer stakeholders

• Implement strategic account plans, renewal and expansion forecasts, customer health practices, and operational rhythms

• Utilize AI and automation to enhance customer insights, forecasting, risk identification, expansion discovery, and overall productivity

• Act as a senior escalation point for critical customer scenarios

• Collaborate with Technical Success, Product, Engineering, and Sales leadership

• Analyze customer-base trends to shape customer strategies, product priorities, and business decisions

• Participate in orientation and foster cross-functional relationships during the first month

• Acquire knowledge about the field service industry, customer base, products, use cases, and value propositions

• Review the customer portfolio, renewal calendar, expansion pipeline, account plans, and health metrics

• Formulate strategic growth plans for priority enterprise accounts

• Take responsibility for renewal and expansion results across the strategic customer portfolio

• Develop account strategies, renewal plans, risk mitigation measures, and expansion opportunities

• Build relationships with customer decision-makers and executive stakeholders

• Establish renewal and expansion forecasts and operational rhythms

• Lead commercial discussions, renewal negotiations, and expansion initiatives

• Emerge as a strategic leader for significant customer relationships

• Conduct executive-level discussions focused on value realization, strategic priorities, and growth

• Create a pipeline of expansion opportunities

• Mentor and support CSMs in commercial and strategic account management

• Meet or surpass renewal, retention, and expansion objectives

• Showcase growth across enterprise accounts through additional use cases, products, business units, geographies, or service lines

• Maintain executive relationships and position Dispatch as a strategic customer partner

• Establish a predictable renewal and expansion process

• Advise Dispatch leadership on customer growth strategies, retention risks, market trends, and strategic opportunities

• Assist in creating a scalable enterprise customer retention and growth model

⛳️ Requirements

• Over 8 years of experience in Enterprise Customer Success, Strategic Account Management, Account Management, or a similarly customer-oriented and commercially focused SaaS environment

• Significant experience in people leadership

• Proven track record in leading and developing Customer Success Managers

• Expertise in coaching teams to strengthen executive relationships, strategic account management, and commercial outcomes

• Extensive experience in managing or leading enterprise renewals and expansions

• Proven ability to negotiate and close complex renewal, upsell, and cross-sell opportunities

• Strong commercial acumen that combines customer advocacy and value realization with retention, expansion, and disciplined commercial execution

• Capability to build trusted relationships with VP and C-level stakeholders in large ($250k+ ARR), complex enterprise organizations

• Proficient in strategic account planning skills, including stakeholder mapping, whitespace analysis, renewal risk assessment, value realization, and growth planning

• Experience utilizing AI-powered tools for customer insights, team productivity, account strategy, forecasting, and decision-making

• Strong business understanding and ability to grasp customers' operating models, industries, strategic priorities, and financial drivers

• Comfortable working hands-on with customers, deals, team development, and organizational change

• Ability to excel in a dynamic environment while improving and transforming processes

• Experience in the field service sector, field service management software, or technology supporting distributed service organizations is highly preferred

• Familiarity with Salesforce or the Salesforce ecosystem is advantageous but not mandatory

• Excellent executive communication and presence

• Proficiency in enterprise negotiation and commercial strategy

• Expertise in renewal and expansion forecasting

• Strong skills in strategic account planning and executive stakeholder management

• Experience in value selling and ROI development

• Ability to lead and influence cross-functional teams

• Skills in coaching and mentorship

• Strong presentation and facilitation skills

• Proficient in analytical and problem-solving techniques

• Familiarity with Salesforce and Customer Success platforms

• Working knowledge of SaaS metrics, enterprise software, and customer lifecycle management

• Must have permanent residency in the United States and reside in one of the employer's registered states

🏝️ Benefits

• Professional development reimbursement program

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

• Paid parental leave

• 401(k) with company matching

• Company-sponsored life insurance coverage

• Short-term disability

• Long-term disability

• Wellness and adventure fund

• Monthly personal Uber credits

• Flexible Paid Time Off (PTO)

• 9 company holidays

• Flexible work schedule

• Remote work options available

• Access to the Boston office for use