Client Success Specialist supporting municipal clerks using websites, forms, payments, and meeting - minutes software. Diagnosing issues, improving documentation, and managing client relationships.
About the role
- Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field-service SaaS platform. Driving renewals, executive relationships, and product expansion.
Responsibilities
- 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
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