[Hiring] Customer Success Manager @Valsoft Corporation

Role Description

Our Customer Success team owns the long-term relationship with Dispatch’s enterprise customers and their service provider networks. As a Customer Success Manager, you will be accountable for two things across a portfolio of strategic accounts: keeping our customers, and growing them. You will own retention, renewal, upsell, and cross-sell from the first conversation to signed contract - and you will carry a target for net revenue growth within your book.

You won’t get there by working a ticket queue. You’ll earn it by knowing each customer’s business as well as they do:

• How they make money
• How their service operations run
• Which metrics their leadership watches
• Where they are headed next

You will act as a trusted consultant, bringing ideas and best practices that improve their service operations. Once you understand the business that well, growth follows. You will spot where Dispatch’s newest products and capabilities fit, and you’ll bring those opportunities to the customer and help turn them into expansion.

Qualifications

• 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
• A proven record of high gross and net retention
• A track record of growing accounts through upsell, cross-sell, and the adoption of new products
• Experience owning the full sales cycle with existing customers
• The business acumen to understand how a customer makes money
• Confidence presenting to senior leaders at Fortune 1000 companies
• Enough technical savvy to have a working knowledge of how software gets built
• A self-starter who drives accounts proactively
• Field service, home services, insurance, warranty, or service-network experience is a strong plus

Requirements

• Excellent written and verbal communication, presentation, and facilitation skills
• A consultative, curious approach
• Strong relationship-building, negotiation, and executive presence
• Analytical ability to turn usage and performance data into insights and recommendations
• Strong leadership, teamwork, and cross-functional collaboration skills
• Project management skills
• Keen attention to detail and adherence to deadlines
• Proficiency in Microsoft Office (PowerPoint, Excel, Word, etc.)
• Knowledge of basic SQL and Customer Success technology (Salesforce, Pendo, etc.)

Benefits

• An amazing team focused on innovating and improving every day
• Room for growth and an emphasis on talent development
• A fun, casual team environment
• A generous medical, dental, and vision package with 90% covered by us!
• Paid parental leave
• 401k with company match
• Company sponsored Life Insurance coverage, short term disability, long term disability
• Additional perks including a wellness and adventure fund, as well as monthly personal Uber credits
• Flexible Paid Time Off (PTO), 9 company Holidays, and a flexible work schedule

Salary

The base salary range for this role is between $90,000 - $110,000 annually. Actual pay within the range is influenced by multiple factors, including but not limited to skill set, your residence location, and prior work experience. In addition to base salary, this position is eligible for benefits and bonus, which are not included in the provided pay range.

Location

Dispatch fully accommodates remote work, as long as you have a permanent residence in Canada or the many US states we are registered in. Want to spend a month in Italy? Great, do it! Live in Maine? Sweet, we have another team member there! As long as you are crushing your goals and helping us drive the business forward, you do you. We also have an office in Boston that is open and available for you to use.

Still with us?

We’re ready to meet you if you wake up every day eager to get your hands dirty in a high growth start-up atmosphere. Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Dispatch is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran’s status, or any other classification as required by applicable law.