Director, Customer Success

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $135k - $160k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Dispatch

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

📱 Media

📦 Logistics

☁️ SaaS

💰 Corporate Round - Dispatch on 2018-09

Media • Logistics • SaaS

Dispatch is a name used by multiple businesses; the provided text does not describe a specific company called "Dispatch. " Two common uses of the name are: (1) The Dispatch — a U. S. digital news and opinion publisher; and (2) Dispatch — a logistics/last-mile and field-service dispatch software provider offering scheduling, routing, and delivery coordination tools (typically delivered as SaaS). Without additional details, it's not possible to determine which entity you mean. If you provide more context (website, product, or industry focus), I can give a focused description.

📋 Description

• Lead, coach, motivate, and develop the Customer Success team • Own the Customer Success strategy and operating model across Dispatch and Youreka • Provide executive-level oversight for Dispatch's most strategic accounts • Own renewal and expansion strategy, retention, renewal performance, expansion ARR, and account growth • Lead or support complex enterprise renewals and expansions, including negotiation, pricing, value positioning, stakeholder alignment, contract strategy, and close • Coach CSMs on commercial strategy, executive engagement, account planning, negotiation, value selling, and expansion opportunities • Build relationships with senior and executive customer stakeholders • Run strategic account plans, renewal and expansion forecasts, customer health practices, and operating cadences • Leverage AI and automation to improve customer insights, forecasting, risk identification, expansion discovery, and productivity • Serve as a senior escalation point for critical customer situations • Partner with Technical Success, Product, Engineering, and Sales leadership • Identify customer-base trends to influence customer strategy, product priorities, and business decisions • Attend orientation and build cross-functional relationships during the first month • Learn the field service industry, customer base, products, use cases, and value proposition • Review the customer portfolio, renewal calendar, expansion pipeline, account plans, and health metrics • Develop strategic growth plans for priority enterprise accounts • Take ownership of renewal and expansion outcomes across the strategic customer portfolio • Establish account strategies, renewal plans, risk mitigation strategies, and expansion opportunities • Develop relationships with customer decision-makers and executive stakeholders • Establish renewal and expansion forecasts and operating cadence • Lead commercial discussions, renewal negotiations, and expansion opportunities • Become a strategic leader for important customer relationships • Lead executive-level conversations focused on value realization, strategic priorities, and growth • Build an expansion opportunity pipeline • Coach and support CSMs in commercial and strategic account management • Achieve or exceed renewal, retention, and expansion targets • Demonstrate growth across enterprise accounts through additional use cases, products, business units, geographies, or service lines • Maintain executive relationships and establish Dispatch as a strategic customer partner • Build a predictable renewal and expansion motion • Advise Dispatch leadership on customer growth strategy, retention risk, market trends, and strategic opportunities • Help establish a scalable enterprise customer retention and growth model

🎯 Requirements

• 8+ years of experience in Enterprise Customer Success, Strategic Account Management, Account Management, or a similarly customer- and commercially focused SaaS environment • Meaningful people leadership experience • Proven experience leading and developing Customer Success Managers • Experience coaching teams toward stronger executive relationships, strategic account management, and commercial outcomes • Significant experience owning or leading enterprise renewals and expansions • Ability to personally negotiate and close complex renewal, upsell, and cross-sell opportunities • Strong commercial mindset combining customer advocacy and value realization with retention, expansion, and disciplined commercial execution • Ability to build trusted relationships with VP and C-level stakeholders across large ($250k+ ARR), complex enterprise organizations • Strong strategic account planning skills, including stakeholder mapping, whitespace analysis, renewal risk assessment, value realization, and growth planning • Experience using AI-powered tools for customer insights, team productivity, account strategy, forecasting, and decision-making • Strong business acumen and ability to understand customers' operating models, industries, strategic priorities, and financial drivers • Comfort working hands-on with customers, deals, team development, and organizational change • Ability to thrive in an evolving environment and improve and transform processes • Experience in field service, field service management software, or technology supporting distributed service organizations strongly preferred • Experience with Salesforce or the Salesforce ecosystem helpful but not required • Executive communication and presence • Enterprise negotiation and commercial strategy • Renewal and expansion forecasting • Strategic account planning and executive stakeholder management • Value selling and ROI development • Cross-functional leadership and influence • Coaching and mentorship • Presentation and facilitation • Analytical and problem-solving skills • Familiarity with Salesforce and Customer Success platforms • Working knowledge of SaaS metrics, enterprise software, and customer lifecycle management • Permanent residence in the United States and residence in one of the employer's registered states

🏖️ Benefits

• Professional development reimbursement program • Medical, dental, and vision package with 90% covered by the employer • Paid parental leave • 401(k) with company match • Company-sponsored life insurance coverage • Short-term disability • Long-term disability • Wellness and adventure fund • Monthly personal Uber credits • Flexible Paid Time Off (PTO) • 9 company holidays • Flexible work schedule • Remote work accommodation • Boston office available for use