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
- Customer Success Manager owning onboarding, retention, and expansion for Optix clients. Supporting smarter, automated coworking and flex-space operations through CRM and community tools.
Responsibilities
- Own the complete client journey for a portfolio, from the first onboarding call through renewal and expansion
- Facilitate onboarding calls and drive milestone completion for new clients
- Serve as the primary relationship owner for a portfolio of clients, driving retention, adoption, and account health
- Lead proactive retention and expansion conversations and identify upsell and growth opportunities tied to measurable outcomes
- Own escalations from the Customer Success and Support teams
- Partner with Product to influence the roadmap based on client feedback and account data
- Run onboarding independently for complex or high-value accounts, overflow volume, or team coverage
- Provide feedback and help shape AI-powered tools and agents supporting the Customer Success team
- Maintain accurate account records in HubSpot across the client lifecycle
Requirements
- 3+ years of experience in customer success, account management, or a related client-facing role with a technology company, including ownership of a portfolio of accounts
- Proven track record driving retention and expansion outcomes, ideally with measurable results you can speak to
- Comfortable leading difficult conversations and resolving escalations independently
- Versatile across the full client lifecycle — equally capable owning onboarding as you are owning renewal and expansion
- Demonstrated ability to work cross-functionally with Product and other teams
- AI-savvy: comfortable working alongside AI-powered tools and providing feedback to help improve them
- Eligible to work in Canada
- Available for occasional early morning and late afternoon hours to support clients
- Previous experience in a B2B SaaS environment
- Familiarity with HubSpot
- Demonstrated experience in using AI platforms (e.g., ChatGPT, Claude) or AI-powered customer success tools to automate routine tasks, analyze client data, and enhance service delivery
- Experience mentoring or informally supporting more junior Customer Success teammates
- Direct experience in the coworking, flex space, or proptech industry
Benefits
- Commission structure
- Strong Employee Stock Option Plan offering
- Excellent health and dental coverage program provided by Sunlife
- Mission-driven workplace experience with a positive, collaborative and supportive team culture
- Personal and professional growth opportunities
- Healthy snacks and locally roasted coffee
- Team lunches and socials
- Annual health and fitness credit
- Fun offsite activities that allow us to reconnect as a team
- A beautiful office and a flexible 60/40 hybrid workplace plan
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