Customer Success Manager

About Us:

Dispatch helps financial advisors manage their client data. We are the first data orchestration company for the $80T advisory market - we collect, sync and maintain data across the advisory tech stack. Our platform orchestrates complex data workflows like automated onboarding, account opening and data syncing. We give advisors the power of an integrated tech stack with the choice to use whatever tools are best to run their business. We're an experienced team of start-up operators with deep roots in both tech and industry. You can learn more about us on our website.

Role overview:

We are looking for an exceptional Customer Success Manager to help build the foundational structure and team. You will combine the best elements from your prior experience and your deep understanding of Dispatch to create a best-in-class Customer Success function to guide and support customers to achieve maximum value of our product.

To do so, you must be ready to roll up your sleeves and think strategically at the same time, be customer-savvy yet business-minded, and figure out things for the first time but also be ready to operationalize those findings to scale. You will work directly with our customers, understand their needs, enable them to succeed with our product, deliver an exceptional experience, and turn this into a repeatable engine.

To succeed in this role, you'll have to be scrappy, customer-obsessed, motivated by impact, and excel at moving fast and operating in unchartered territory. You will collaborate closely and work shoulder-to-shoulder with our Product and Engineering teams.

You'll Own:

• Onboarding & Ongoing Education - Ensure smooth customer adoption through training and best practices.
• Customer Retention & Engagement - Monitor customer health, proactively address risks, and drive renewals.
• Strategic Guidance - Serve as a trusted advisor, helping customers get the most value from Dispatch.
• Support Escalation & Advocacy - Act as the voice of the customer, collaborating with product and engineering teams to resolve issues and influence product development.
• Renewals & Expansion - Own the renewal process, identify upsell and cross-sell opportunities, and drive account growth.

What you bring:

• 3+ years of experience in a Customer Success or Account Management role, working with complex B2B SaaS products.
• Startup or early growth stage experience going from 1 to 10 or 10 to 100.
• Deep customer obsession and empathy for our users.
• An entrepreneurial mindset. You have a driver-seat mentality, can balance long-term and short-term thinking, and are hungry to make an impact. You do whatever it takes.
• You understand the need to embrace scrappiness and have a bias towards action, yet stay organized and deliver high-quality output.
• Operate with high horsepower, are adept at context switching, and work on multiple projects at once with expansive ownership.

We're excited if you are:

• Strong problem-solver - Capable of operating in ambiguity, creating structure, handling various aspects of project management and operational challenges.
• Strong communicator - Strong stakeholder management skills are one of your key strengths, enabling you to effectively collaborate and influence at all levels of the organization.
• Strong relationship builder - Proven ability to work with multiple groups and disciplines.
• Action oriented - Passion to do whatever it takes to solve complex problems, build scalable processes with a strong bias for action.
• Comfortable with ambiguity - Especially in a high growth, constantly changing environment.

Why work at Dispatch?

• We're a highly experienced team with a track record of successfully building together. We're well versed in building for the best tech and investment companies. We move fast, iterate quickly and have a high bar for what "excellent" looks like.
• We're a well-funded company backed by top tier investors.
• We're distributed in New York and San Francisco, and take great care to foster a highly communicative, collaborative working environment.
• Unlimited vacation - take time off when you need it.
• Top-notch healthcare plans - we offer the best available medical, dental and vision plans that give you the most options and we cover the entirety of the cost for employees and their families. Also offered: FSA, HSA plans and OneMedical, TalkSpace, KindBody, HealthAdvocate and Teladoc Health memberships.

Dispatch provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.