Director, Customer Success

About this role

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 t

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