Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Senior Customer Success Manager driving customer adoption, retention, and expansion for HID healthcare RTLS solutions. Managing post-implementation relationships, renewals, escalations, and SaaS growth.
Responsibilities
- Act as the primary post-implementation account manager for assigned customers
- Ensure a consistent, high-quality customer experience that drives retention, loyalty, and growth
- Achieve assigned revenue quotas by managing SaaS/ARR performance and identifying upsell, cross-sell, and expansion opportunities with Sales
- Support renewals and expansion opportunities through insights and data that drive value realization
- Use CRM tools to manage a portfolio of customers with diverse operational and technical requirements
- Create and maintain Customer Success Plans driving adoption, measurable outcomes, and alignment with HID's value framework
- Monitor customer health and satisfaction, proactively identify risks, and coordinate internal resources for issue resolution and escalation management
- Drive customer advocacy and prepare customers for NPS participation
- Deliver guidance on product usage, best practices, and workflow optimization for healthcare RTLS use cases
- Analyze customer usage, trends, and feedback to recommend enhancements improving outcomes, ROI, and retention
- Represent the voice of the customer internally and contribute to product/process improvements, tools, documentation, and Customer Success processes
- Collaborate with Customer Success leadership, Sales, Product, Professional Services, and Support
Requirements
- High school diploma or GED required; equivalent education plus relevant work experience may be considered
- 4 to 7 years of experience in a customer-facing role such as Customer Success, Account Management, Implementation/Onboarding, Professional Services, or Sales
- Strong communication and stakeholder management skills, including the ability to influence operational and executive audiences
- Analytical and data-driven mindset; able to interpret adoption/usage trends and convert insights into actionable recommendations
- Highly organized; able to prioritize and manage multiple workstreams and projects in parallel
- Proficiency with Salesforce or similar CRM and standard productivity tools
- Ability to translate technical or clinical information into clear, actionable recommendations for customers in collaboration with Product and other teams
- Bachelor's degree in business or a relevant field is preferred
- Experience in healthcare, clinical technology, SaaS, or regulated operational environments is preferred
- Currently and legally authorized to reside and work in Canada
- Immigration sponsorship is not available
- International relocation or remote work arrangements outside Canada will not be considered
Benefits
- Competitive salary and rewards package
- Competitive benefits and annual leave offering, allowing for work-life balance
- Flexible work environment
- Extensive career development opportunities and resources
- Global team environment
- Training and development opportunities
- Assistance or accommodation during the application process or for essential job functions, if required
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