Director, Customer Success
New
D
DispatchSoftware
Dispatch fully accommodates remote work, as long as you have a permanent residence in the US and reside in one of our registered states.Full-TimeDirector
Salary$135,000 - $160,000 annually
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Job Details
- Experience
- 8+ years of experience in Enterprise Customer Success, Strategic Account Management, Account Management, or a similarly customer- and commercially focused SaaS environment
- Required Skills
- SalesforceNegotiationSaaS
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.
- Significant experience owning or leading enterprise renewals and expansions.
- Demonstrated ability to personally negotiate and close complex renewal, upsell, and cross-sell opportunities.
- Demonstrated ability to build trusted relationships with VP and C-level stakeholders.
- Strong strategic account planning skills, including stakeholder mapping, whitespace analysis, renewal risk assessment, and value realization.
- Experience using AI-powered tools to improve customer insights, forecasting, and decision-making.
- Strong business acumen with the ability to quickly understand a customer's operating model, industry, and financial drivers.
- Comfortable working in a hands-on environment and leading organizational change.
Responsibilities
- Lead, coach, motivate, and develop the Customer Success team, creating clear expectations and helping CSMs grow into more strategic, commercially minded customer leaders.
- Own the Customer Success strategy and operating model across Dispatch and Youreka.
- Provide executive-level oversight for Dispatch's most strategic accounts across all product lines.
- Own the renewal and expansion strategy across the customer base, with accountability for retention, renewal performance, expansion ARR, and overall account growth.
- Personally lead or support complex enterprise renewals and expansions, including negotiation, pricing, and value positioning.
- Coach CSMs on commercial strategy, executive engagement, account planning, and negotiation.
- Build strong relationships with senior and executive customer stakeholders.
- Run strategic account plans, renewal and expansion forecasts, and customer health practices.
- Leverage AI and automation to improve customer insights, renewal forecasting, and team productivity.
- Serve as a senior escalation point for critical customer situations.
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