Enterprise Customer Success Manager — Growth & Renewals

Valsoft Corporation; Northern (KY); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Dispatch seeks a Customer Success Manager to own renewal and expansion across enterprise accounts. You will serve as a trusted consultant, aligning Dispatch capabilities with each customer’s service operations, metrics, and strategic priorities.

You’ll drive multi-level relationships from end users to executives, identify expansion opportunities, and guide product pilots to deliver measurable ROI. Join a fast-paced team focused on long-term customer value.

Qualifications

• 5+ years in Customer Success or Account Management at a SaaS or high-technology company, with enterprise accounts
• Consulting or Professional Services experience strongly preferred, and comfort diagnosing a customer’s business
• Experience managing multiple $250K+ ARR accounts with renewal and retention ownership
• Proven track record of high gross and net retention, including saving at-risk accounts
• Experience owning full sales cycle with existing customers, from business case to pricing and closing
• Business acumen to discuss operations, P&L impact, and ROI with senior leaders
• Confidence presenting to Fortune 1000 executives and advising at high levels
• Technical savvy to understand software development and product implications
• Self-starter who drives accounts proactively in a fast-paced culture
• Field service or service-network experience is a plus

Responsibilities

• Own gross and net retention for a portfolio of enterprise accounts with on-time renewals
• Monitor account health via adoption, usage, program performance, and stakeholder sentiment
• Build and execute account plans aligned to customer goals and renewal targets
• Escalate critical issues and rally internal teams to resolve them
• Develop trusted relationships from day-to-day users to executive sponsors
• Grow accounts through upsell, cross-sell, and new product adoption
• Diagnose customer business challenges and recommend workflow improvements
• Present ROI stories linking Dispatch to customer KPIs like speed to service and cost to serve
• Lead new pilots and value proofs with existing customers to drive expansion
• Forecast expansion pipeline and hit net revenue retention targets
• Lead Executive Business Reviews focused on outcomes, not activity

Skills

Customer Success

Account Management

Consulting

Professional Services

ARR management

Upsell

Cross-sell

Executive relationships

Sales cycle

SQL

Salesforce

Pendo

Tools

Salesforce

Pendo

SQL

Excel

Job description

Dispatch seeks a Customer Success Manager to own renewal and expansion across enterprise accounts. You will serve as a trusted consultant, aligning Dispatch capabilities with each customer’s service operations, metrics, and strategic priorities.

You’ll drive multi-level relationships from end users to executives, identify expansion opportunities, and guide product pilots to deliver measurable ROI. Join a fast-paced team focused on long-term customer value.