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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 empower advisors with an integrated tech stack, allowing them to choose the best tools to run their business. Our team comprises experienced startup operators with deep roots in both tech and industry. Learn more about us on our website.
Location: NYC or San Francisco
Role overview: Dispatch seeks an execution-focused Customer Success Manager to own the implementation, growth, and long-term success of our customers. The role primarily targets mid-market clients, with some enterprise responsibilities. You will partner directly with customers to manage technical onboarding, configure integrations, build relationships, and drive expansion. You will act as an implementation lead, strategic advisor, and commercial partner, shaping onboarding processes, QBRs, and upsell strategies, collaborating closely with Product, Operations, and Sales teams.
What you will own:
- Serve as the primary relationship owner.
- Lead onboarding and implementation for mid-market customers.
- Be a product expert—troubleshoot issues, configure integrations, and test.
- Understand each customer’s organizational structure, workflows, and operational model to advise on optimal Dispatch usage and identify expansion opportunities.
- Manage expansion processes from discovery to closing, shaping use cases, partnering with Sales, and promoting adoption of new workflows and products.
- Conduct QBRs, monitor account health, and proactively mitigate risks.
- Represent the voice of the customer internally, providing feedback on product and infrastructure.
- Contribute to the development of playbooks, templates, and customer success processes.
What you bring:
- 3+ years of experience in Customer Success or Account Management with complex B2B SaaS products.
- Start-up experience in a fast-growing tech environment, preferably in fintech, data, or complex SaaS.
- Proven ability to manage large, multi-stakeholder accounts.
- Comfort with navigating technical implementations.
- Strong commercial instincts and experience with upselling.
- Exceptional communication skills to build trust with product teams and clients.
- Systems thinker capable of designing for scale.
- Ability to operate efficiently with high energy, switch contexts seamlessly, and manage multiple projects with ownership.
- Experience in startup or early growth stages, scaling from 1 to 10 or 10 to 100.
Why work at Dispatch?
- Experienced team with a successful track record, building for top tech and investment firms.
- Well-funded, backed by top-tier investors.
- Distributed team in New York and San Francisco, fostering a collaborative environment.
- Unlimited vacation policy.
- Comprehensive healthcare plans covering employees and families, including FSA, HSA, and memberships for health services.
Dispatch is an equal opportunity employer and prohibits discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or expression, or any other protected characteristic under law.
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