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
- Scaled Customer Success Manager driving adoption, retention, and renewals for Dropbox’s cloud collaboration customers. Using customer signals, campaigns, and cross-functional programs across Canadian mid-market and small-business accounts.
Responsibilities
- Drive adoption, value realization, and renewal readiness across a portfolio of mid-market and small business managed customers.
- Use customer and product signals to prioritize targeted campaigns, group programs, digital touchpoints, and personalized outreach.
- Connect Programmatic and Digital Customer Success with the Renewals Desk for scaled-segment accounts.
- Translate customer health, sentiment, risk, and adoption signals into renewal-readiness actions and qualify Customer Success Qualified Leads for Sales.
- Provide focused engagement for priority customers and deliver executive-level portfolio and forecast updates.
- Design and execute campaigns and scaled touchpoints supporting adoption, value realization, renewal preparation, and risk mitigation.
- Manage shared inbound customer email channels, triage requests, coordinate responses, and ensure resolution or routing.
- Segment customers, identify patterns, test engagement strategies, measure impact, and improve playbooks, content, workflows, and automation.
- Engage customers in focused 1:1 conversations to validate signals, understand sentiment, address risk, gather feedback, and capture examples.
- Synthesize customer voice and share actionable insights with Product, Marketing, Sales, Support, and Customer Experience teams.
- Identify and qualify customer-backed growth opportunities as Customer Success Qualified Leads and route them to Sales.
Requirements
- 4+ years of experience in B2B SaaS Customer Success, Account Management, Digital Customer Success, lifecycle programs, or a comparable post-sale customer role.
- Recent experience directly managing or materially influencing customer renewals across a book of business, with measurable examples of save plays, churn or contraction mitigation, and retention outcomes.
- Demonstrated success managing customer outcomes across a broad or high-volume portfolio through a combination of one-to-many programs and targeted 1:1 engagement.
- Strong analytical judgment and fluency in SaaS retention metrics, including renewal rate, gross revenue retention, net revenue retention, churn, contraction, and expansion.
- Experience designing or executing customer lifecycle, adoption, retention, or renewal-readiness campaigns and measuring their impact.
- Excellent written and verbal communication skills, including customer-facing content and discovery or feedback conversations.
- Ability to coordinate across Customer Success, Renewals, Sales, and other teams while managing concurrent programs and changing priorities.
- Experience with Customer Success platforms, CRM systems, marketing automation, business intelligence tools, or related customer-data systems.
- Preferred: experience with centralized Renewals Desk models; webinars, office hours, group enablement, customer communities, or other one-to-many programs; test-and-learn methods; collaboration, productivity, content, or AI-enabled SaaS products.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Client Success Specialist supporting municipal clerks using websites, forms, payments, and meeting - minutes software. Diagnosing issues, improving documentation, and managing client relationships.
Customer Success Representative managing customer accounts, orders, payments, and delivery issues for SUNPAN, a global trade - only furniture brand. Coordinating with internal teams to deliver seamless service.
Client Director managing client portfolios, revenue growth, and strategic initiatives for Engage’s loyalty and incentives technology business. Leading client relationships, cross - functional delivery, reporting, and business reviews.
Client Success Manager supporting Vicimus, which provides automotive dealership marketing and technology solutions. Managing campaigns, analyzing performance, and growing Canadian dealership client relationships.
Client Success Manager supporting Canadian automotive dealerships with campaign execution, performance analysis, and product adoption. Building relationships, improving ROI, and identifying growth opportunities for Vicimus clients.
Customer Success Specialist helping Krux customers adopt SaaS solutions through onboarding, training, implementation, and support. Serving Calgary - based mining technology clients in a hybrid role.
Enterprise Customer Success Manager driving onboarding, adoption, retention, and expansion for Spellbook’s AI contract copilot. Managing complex legal - sector accounts and executive stakeholder relationships.
Customer Success Associate guiding clients on Goodstack’s AI - powered grant - writing platform. Driving adoption, renewals, retention, and customer feedback across global accounts.
Customer Success Manager leading Enterprise CSMs at Spellbook, an AI copilot for transactional lawyers. Driving onboarding, adoption, renewals, forecasting, and team growth.