Customer Success Manager

Dispatch continues to revolutionize the home service experience for brands, service providers, and end customers just like you. Dispatch is in an exciting period of growth, as we recently announced a growth raise and acquisition of Youreka, the leading no-code mobile automation product built on the Salesforce platform.

We are not just a software vendor, we are a brand partner – delivering extraordinary value using a synthesis of our platform, people, and partnership approach. Backed by Vista Equity Partners, Dispatch continues to revolutionize service experience for brands, service providers, and end customers just like you. Come join us to contribute to our future. We have built a sales-friendly culture and we run fast. Commitment to our employees and our culture is key to a rewarding career track.

The Customer Success team is a group that owns the ongoing relationship with our enterprise customers and their service provider network. You are the face of Dispatch and will be accountable for ultimate success, value realization, and renewal of the Dispatch program with our customers.

You will serve as the main point of contact for customers, working to understand their key objectives/needs and the value Dispatch can deliver. You'll manage relationships with customer champions and management, as well as their service providers, and ensure Dispatch solution is deployed and adopted at all levels. We will rely on you to track and assess customer health via quantitative and qualitative analysis: specifically, customer onboarding, usage level, value (ROI), and overall customer satisfaction.

AS THE CUSTOMER SUCCESS MANAGER YOU WILL:

• Develop a deep understanding of Dispatch's customer journey
• Oversee and manage user enablement, adoption, and engagement of assigned enterprise customers and service providers
• Maintain customer retention while providing exceptional customer service and developing day-to-day and executive customer relationships
• Serve as an escalation path for critical support issues and customer concerns
• Proactively manage expectations with customers, users, and colleagues
• Create and execute on account plans to drive customer adoption, satisfaction, and retention
• Partner with Sales team to identify and drive new expansion or up-sell opportunities within an existing customer base
• Obtain repeat business, referrals, and references by applying an understanding of the unique requirements of the key decision makers (sales, marketing, finance, etc.); coaching others regarding best practices and techniques
• Work closely with the Dispatch Product team to provide the voice of the customer and input to the roadmap, and help design the next generation of great product offerings
• Keep up to date on new product releases to maximize opportunities in the prospect and account base

WHAT WE'RE LOOKING FOR:

• An experienced Customer Success Manager or Account Manager at SaaS companies, with more than 5 years in the field. 5+ years of Customer Success management in high technology-related industries, working with large enterprise accounts
• Consulting or Professional Services experience strongly preferred
• Accustomed to managing multiple $250k+ ARR accounts
• Known as a high-achiever with a track record of exceeding customer satisfaction targets and typically perform at the top 10% of your peers
• Proven track record of sustaining & growing complex relationships including closing the renewal, up-sell/cross-sell opportunities
• Technically savvy enough to have a working knowledge of how software gets built.
• Able to present to, interrace with, and consult with senior management at Fortune 1000 companies
• Able to proactively drive accounts with minimal oversight from senior management
• Self-starter, flexible, and have the ability to work with varying levels of management
• Excited to thrive in a fast-paced, results-driven, start-up culture that expects phenomenal things every day

SKILLS WE SEEK:

• Excellent written and verbal communication, presentation, and facilitation skills
• Strong leadership, teamwork, communication & cross-group collaboration skills
• Willingness to learn new technologies and engage with product issues at a detailed level
• Project management skills: ability to coordinate competing tasks and manage multiple priorities
• Kean attention to detail and adherence to deadlines
• Proficiency in Microsoft Office (PowerPoint, Excel, Word, etc.)
• Knowledge of basic SQL
• Knowledge of Customer Success technology (Salesforce, Pendo, etc.) a

WITHIN ONE MONTH, YOU'LL:

• Attend Dispatch's New Hire Orientation
• Meet with current members of the Enterprise Sales Executive team individually to understand what's working, what's not, and gather learnings to implement into your role
• Gain a strong understanding of the Service Industry space and the business challenges Dispatch solves; become a product expert on Dispatch Solutions
• Start developing a growth strategy with your Manager's support

WITHIN THREE MONTHS, YOU'LL:

• Have a strong understanding of the business, and begin teaching us a thing or two we don't know
• Have deep knowledge of Dispatch's solutions and articulate its value proposition
• Have a solid understanding of customer/user adoption metrics and overall program performance metrics
• Own day-to-day relationships and communication cadence with customers across your accounts
• Own your accounts and their renewal targets – drive towards achieving your target and exceeding it with upsell/expansion opportunities

WITHIN SIX MONTHS, YOU'LL:

• Continue to own day-to-day relationships and begin developing executive level relationships
• Establish cadence with customers to review, assess, and take actions on user adoption and program performance metrics
• Continue to own your renewal targets – drive towards achieving your target and exceeding it with upsell/expansion opportunities
• Coordinate and facilitate executive business reviews

WITHIN TWELVE MONTHS, YOU'LL:

• Consistently achieve and exceed your renewal and upsell/expansion targets; continue your track record
• Lead value plan discussion with customers with various supporting metrics (user adoption, program performance)
• Be an expert in software solutions for field services
• Build out a wide network of relationships across the field service industry

Salary

The base salary range for this role is between $85,000 - $100,000 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 equity, benefits, and bonus that are not included in the provided pay range.

Location

Dispatch fully accommodates remote work, and there are no specific location requirements for this role. Want to spend a month in Italy? Great, do it! Live in Idaho? 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 offices in both Boston and Baltimore that are 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!
• Paid parental leave
• 401k with company match
• 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
• Unlimited Paid Time Off (PTO) package, 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 Pagefor other positions!

Dispatch is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.