Director, Customer Success

Dispatch is redefining how the world experiences home and field service. Founded in 2013 and trusted by leading brands and service providers, we power seamless, reliable service experiences through a modern platform built for scale. Our platform gives businesses the visibility, communication, and control they need to manage every step of the service journey, from job acceptance through completion. With the acquisition of Youreka in 2023, Dispatch expanded its capabilities to include a leading Salesforce-native Smart Forms application that equips mobile workers with guided workflows, improves field execution and customer service, and scales to support complex enterprise operations. As part of Manos Software, a Valsoft operating group, Dispatch combines the focus and agility of a specialized software company with the long-term support of a global vertical SaaS organization. We’re investing in our product, our customers, and our team with a focus on sustainable, profitable growth. The Customer Success team owns the ongoing strategic relationships with our enterprise customers across our Dispatch and Youreka product lines. As Director of Customer Success, you will lead the Customer Success organization and play a critical role in transforming how we engage, retain, and grow our customers. You will lead and develop our team of Customer Success Managers, ensuring they are focused and have the tools to develop deep customer relationships, lead strategic business conversations, and drive meaningful business outcomes for our customers. You’ll establish the expectations, operating rhythms, coaching, and processes that enable the team to spend more time understanding our customers, their industries, and where we can create additional value. You will also serve as a senior commercial leader across our most strategic accounts across our products, partnering directly with SAMs and CSMs on key relationships and stepping in to lead complex renewals, expansion opportunities, executive conversations, and contract negotiations. You should be equally comfortable coaching a CSM through an opportunity and personally taking a strategic renewal or expansion deal through close. This is a hands-on leadership role for someone who has helped evolve or transform a Customer Success organization before. We’re looking for a leader who is energized by building, improving, and challenging how things are done—not simply maintaining an established playbook. AS THE DIRECTOR OF CUSTOMER SUCCESS, YOU WILL: 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 , ensuring customers receive a consistent, high-quality experience regardless of product. Provide executive-level oversight for Dispatch's most strategic accounts across all product lines, partnering closely with CSMs to strengthen relationships, remove obstacles, and drive customer value. 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, value positioning, stakeholder alignment, contract strategy, and close. Coach CSMs on commercial strategy, executive engagement, account planning, negotiation, value selling, and identifying expansion opportunities. Build strong relationships with senior and executive customer stakeholders and help CSMs expand the depth and breadth of relationships within their accounts. Run strategic account plans, renewal and expansion forecasts, customer health practices, and operating cadences that improve visibility, accountability, and predictability. Leverage AI and automation to improve customer insights, renewal forecasting, risk identification, expansion discovery, and team productivity, while helping the organization rethink how Customer Success work gets done. Serve as a senior escalation point for critical customer situations, helping the team navigate complex challenges while maintaining a strong customer-first approach. Partner closely with Technical Success, Product, Engineering, and Sales leadership to remove customer obstacles, represent the voice of the customer, and create opportunities for retention and growth. Identify trends across the customer base and use those insights to influence customer strategy, product priorities, and broader business decisions. WHAT WE'RE LOOKING FOR: 8+ years of experience in Enterprise Customer Success, Strategic Account Management, Account Management, or a similarly customer- and commercially focused SaaS environment, including meaningful people leadership experience. Proven experience leading and developing Customer Success Managers, including coaching teams toward stronger executive relationships, strategic account management, and commercial outcomes. Significant experience owning or leading enterprise renewals and expansions, with a demonstrated ability to personally negotiate and close complex renewal, upsell, and cross-sell opportunities. A strong commercial mindset—you understand that great Customer Success combines customer advocacy and value realization with retention, expansion, and disciplined commercial execution. Demonstrated 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 to improve customer insights, team productivity, account strategy, forecasting, and decision-making, with genuine interest in rethinking traditional Customer Success workflows through AI. Strong business acumen with the ability to quickly understand a customer's operating model, industry, strategic priorities, and financial drivers. Comfortable working in a hands-on environment where leaders are expected to get directly involved in customers, deals, team development, and organizational change. Ability to thrive in an evolving environment and is energized by the opportunity to improve and transform rather than simply maintain existing processes. Experience in field service, field service management software, or technology supporting distributed service organizations is strongly preferred. Experience with Salesforce or within the Salesforce ecosystem is helpful, particularly experience with Salesforce-native products, but is not required. SOME SKILLS WE SEEK: Executive communication and presence Enterprise negotiation and commercial strategy Renewal and expansion forecasting Strategic account planning & 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 WITHIN ONE MONTH, YOU’LL: Attend New Hire Orientation and build relationships across Customer Success, Technical Success, Sales, Product, Finance, and Engineering. Develop a strong understanding of the field service industry, Dispatch’s customer base, and the business challenges our solutions address. Build deep functional knowledge of Dispatch’s products, customer use cases, and value proposition. Review the existing customer portfolio, renewal calendar, expansion pipeline, account plans, and customer health metrics. Meet with key internal stakeholders to understand current renewal and expansion processes, strengths, gaps, and opportunities. Begin developing strategic growth plans for priority enterprise accounts. WITHIN THREE MONTHS, YOU’LL: Take ownership of renewal and expansion outcomes across your assigned strategic customer portfolio. Establish account strategies for priority customers, including executive relationships, renewal plans, risk mitigation strategies, and expansion opportunities. Develop strong relationships with key customer decision-makers, influencers, and executive stakeholders. Establish a clear, accurate renewal and expansion forecast and operating cadence. Begin leading commercial discussions, renewal negotiations, and expansion opportunities. WITHIN SIX MONTHS, YOU’LL: Be viewed internally and externally as a strategic leader for Dispatch’s most important customer relationships. Consistently lead successful executive-level customer conversations focused on value realization, strategic priorities, and future growth. Build a strong pipeline of qualified expansion opportunities across the enterprise customer base. Lead complex renewal and expansion negotiations with senior customer stakeholders. Coach and support CMS in strengthening their commercial and strategic account management capabilities. WITHIN TWELVE MONTHS, YOU’LL: Consistently achieve or exceed Dispatch’s renewal, retention, and expansion targets. Demonstrate measurable growth across our most strategic enterprise accounts through additional use cases, products, business units, geographies, or service lines. Maintain strong executive relationships across the customer portfolio and establish Dispatch as a strategic partner to our customers. Build a highly predictable renewal and expansion motion supported by strong forecasting, account planning, executive engagement, and value realization. Become a trusted advisor to Dispatch leadership on customer growth strategy, retention risk, market trends, and strategic opportunities. Help establish a scalable model for how Dispatch retains and grows enterprise customers as the business continues to expand. SALARY: The base salary range for this role is between $135,000 - $160,000 annually. Actual pay within the range is influenced by multiple factors, including but not limited to skill set, residence location, and prior work experience. In addition to base salary, this position is eligible for an annual bonus and benefits. LOCATION: Dispatch fully accommodates remote work, as long as you have a permanent residence in the US and reside in one of our registered states. Want to spend a month in Italy? Great, do it! Live in Idaho? 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. WE HAVE: An amazing team focused on innovating and improving every day Room for growth and an emphasis on talent development, including a professional development reimbursement program A fun, casual team environment with co-workers who will make you feel like an important part of our team, engage you in developing new solutions to challenging problems, and help you leverage your strengths A generous medical, dental, and vision package with 90% covered by us Paid parental leave 401(k) with company match Company-sponsored life insurance coverage, short-term disability, and 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 STILL WITH US? We’re ready to meet you if you wake up every day excited to build strategic customer partnerships, lead complex commercial conversations, and find new ways to grow the impact Dispatch has within our customers. 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 and participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran status, or any other classification as required by applicable law.