Customer Success Manager

Aspire Software

. Own the long-term relationship with Dispatch’s enterprise customers and their service provider networks .

Posted 10/3/2026full-timeRemote • United States, CanadaMid-LevelSenior💰 $90,000 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, with a strong focus on retention, upselling, and cross-selling within enterprise accounts. Proficient in leveraging data insights to drive customer outcomes and enhance business relationships.

Highest-signal resume keywords

Customer Success ManagementAccount Retention StrategiesEnterprise Account ManagementSales Cycle OwnershipData-Driven Insights

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementRenewal ManagementUpsellingCross-SellingBusiness Case DevelopmentP&L Impact AnalysisSQLProject ManagementData Analysis

Soft Skills

Relationship BuildingNegotiationExecutive PresenceCommunicationTeam Collaboration

Tools & Technologies

SalesforcePendoMicrosoft OfficePowerPointExcelWord

Industry Keywords

SaaSHigh-TechnologyField ServiceHome ServicesInsuranceWarrantyService NetworksEnterprise AccountsConsultingProfessional Services

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own the long-term relationship with Dispatch’s enterprise customers and their service provider networks
Own gross and net retention for a portfolio of enterprise accounts
Drive on-time renewals and monitor account health through adoption, usage, program performance, and stakeholder sentiment
Build and execute account plans tied to customer business goals
Serve as escalation point for critical issues and coordinate internal resolution
Develop multi-level relationships with users, champions, executive sponsors, and decision makers
Lead Executive Business Reviews focused on customer outcomes
Develop references, referrals, and customer advocates
Learn customers’ business models, service operations, competitive pressures, and strategic priorities
Diagnose operational challenges and recommend workflow, process, and field service improvements
Build and present value and ROI stories connected to customer KPIs
Bring customer feedback to the Product team and help shape the roadmap
Identify expansion opportunities by matching Dispatch products to customer needs
Own prospecting within the customer base, qualification, proposals, negotiations, and closing of upsell and cross-sell deals
Expand Dispatch’s footprint across business units, regions, service lines, and service provider networks
Build growth plans and prioritize whitespace opportunities
Develop new budget and buying-center relationships
Use adoption, performance, and ROI data to support expansion business cases
Lead product pilots and proofs of value and convert successful results into rollouts
Forecast the expansion pipeline in Salesforce and achieve retention and expansion targets

Requirements

What you’ll need

5+ years in Customer Success or Account Management at a SaaS or high-technology company, working with large enterprise accounts
Consulting or Professional Services experience strongly preferred
Experience managing multiple $250K+ ARR accounts with ownership of renewal and retention targets
Proven record of high gross and net retention, including saving at-risk accounts and closing complex renewals
Track record of growing accounts through upsell, cross-sell, and adoption of new products
Experience carrying an expansion or net revenue retention target
Experience owning the full sales cycle with existing customers, including business case development, pricing negotiation, and closing
Business acumen regarding operations, P&L impact, and ROI
Confidence presenting to, working with, and advising senior leaders at Fortune 1000 companies
Working knowledge of how software gets built
Self-starter able to drive accounts proactively with minimal oversight
Field service, home services, insurance, warranty, or service-network experience is a strong plus
Excellent written and verbal communication, presentation, and facilitation skills
Consultative and curious approach
Strong relationship-building, negotiation, and executive presence
Ability to turn usage and performance data into insights and recommendations
Strong leadership, teamwork, and cross-functional collaboration skills
Project management skills and ability to manage multiple priorities
Keen attention to detail and adherence to deadlines
Proficiency in Microsoft Office, including PowerPoint, Excel, and Word
Knowledge of basic SQL and Customer Success technology such as Salesforce and Pendo

Benefits

Comp & perks

Professional development reimbursement program
Medical, dental, and vision package with 90% covered by the employer
Paid parental leave
401k with company match
Company-sponsored life insurance coverage
Short-term disability coverage
Long-term disability coverage
Wellness and adventure fund
Monthly personal Uber credits
Flexible Paid Time Off (PTO)
9 company holidays
Flexible work schedule
Remote work
Boston office available for use
Bonus eligibility