Customer Success Manager

• 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

• Make client interactions personal, warm, and unhurried
• Help clients when the AI agent or documentation cannot resolve their issue
• Own client problems from the first message through confirmed resolution
• Manage account recovery when accounts show strain, including calls, action plans, dates, and follow-through
• Diagnose which product and technical layer an issue belongs to before escalation
• Reproduce issues, capture steps with screenshots or recordings, and file actionable bugs in Linear
• Monitor open Linear issues, chase blocked work, and confirm fixes with clients
• Use Claude with the code repository to trace product behavior and draft small fixes for developer review
• Maintain and improve the help center across Town Web, HeyGov, and ClerkMinutes
• Write troubleshooting guides and improve AI-agent responses in Fin
• Record short client training videos
• Handle support conversations Fin cannot resolve
• Support onboarding with the projects team
• Build proactive relationships with assigned municipal accounts
• Run recurring account check-ins and use product-usage data to identify unmet value
• Explain unused services and flag expansion and renewal opportunities to sales
• Help clients reach product proficiency
• Co-host feature webinars and training with Product Managers

Client Success Specialist

• Maintain and manage customer accounts within assigned territories.
• Respond promptly and professionally to incoming calls, emails, and customer inquiries.
• Process and enter orders accurately and efficiently.
• Monitor the full order lifecycle to ensure customer requirements and delivery timelines are met.
• Track orders from entry through delivery, proactively identifying and resolving delays by coordinating with the warehouse.
• Follow up on outstanding items, including backordered products and pending order updates.
• Handle customer payment collection via credit cards, wire transfers, and cheques.
• Resolve customer concerns and conflicts with patience, empathy, and professionalism.
• Research and review account information to ensure accuracy and completeness.
• Collaborate and communicate effectively with cross-functional teams as needed.
• Perform additional duties and responsibilities as assigned by the Customer Service Manager or management.

Customer Success Representative

• Manage a portfolio of clients and related daily activities
• Plan and manage strategic activities, including marketing planning, product marketing, and new Engage technology products
• Develop an in-depth understanding of clients' business strategies and financial goals to create mutually beneficial solutions
• Drive growth by achieving revenue and profitability targets, monitoring performance, and addressing gaps
• Lead the development and execution of strategic client initiatives
• Build and maintain relationships with clients at various levels
• Identify opportunities to exceed revenue targets and drive portfolio growth plans
• Partner with Operations, Technology, and Customer Support to champion client needs, address timelines, and resolve issues
• Manage or ensure execution of daily client engagement tasks, including escalations and invoicing
• Provide direction to Client Coordinators and operational, sales, and management resources
• Foster innovation and help clients stay ahead of loyalty and incentives trends
• Lead or support onboarding of new clients
• Deliver reporting results, insights, analysis, and programs such as campaigns and promotions
• Lead monthly, quarterly, and annual client business reviews
• Prepare and deliver performance reviews to direct reports, if applicable
• Establish and link best practices across the Engage business
• Report to the Vice President, Client Success or another designated senior employee

Client Director, Client Success

• Ensure customers achieve defined success outcomes
• Drive product adoption and usage growth
• Monitor health scores and risk indicators
• Proactively identify gaps in value realization
• Own renewal readiness and forecasting
• Mitigate churn risks early
• Conduct business reviews (QBRs / EBRs)
• Develop documented success plans
• Identify expansion opportunities across seats, modules, and usage
• Partner with Sales on upsell execution
• Position additional value use cases

• Own a book of 7,000+ Scaled customers using one-to-many strategies including webinars, email automation, digital touchpoints, high-impact 1:1 outreach, and community channels
• Track and improve adoption, NRR, health score, payment volume, and satisfaction through targeted outreach and digital playbooks
• Own renewals for the segment and identify expansion opportunities from product usage and health data
• Build and iterate Float’s Scaled CX playbook with CX, Product, Lifecycle Marketing, and RevOps leaders
• Develop scaled onboarding, lifecycle communications, and tech-touch success plans to increase engagement and reduce churn
• Project-manage cross-functional CX programs
• Use Appcues, email automation, and customer success tools to trigger and measure playbooks, track usage, and run health scoring
• Partner with RevOps and Data on churn prediction models, dashboards, and customer insights
• Test and recommend tooling to improve digital engagement and success visibility
• Represent Scaled customers by bringing patterns, insights, and blockers to Product, Support, RevOps, Marketing, and CX
• Establish cross-team SLAs and feedback loops for tech-touch customer experience

Scaled Customer Success Manager

• Run project deployments, including kickoffs, setups, and training
• Embed weekly planning routines for major contractor teams
• Drive daily coordination routines on live construction projects
• Build trusted relationships with engineers, supervisors, planners, project managers, construction managers, and superintendents
• Monitor project health, identify risks early, and run corrective plays
• Identify and fix process gaps, missing resources, and awkward workflows
• Help shape the North America Customer Success playbook
• Learn alongside experienced Customer Success Managers and progress toward managing an independent project portfolio
• Collaborate with North America sales, UK and APAC hubs on project success, account growth, shared accounts, and the global playbook
• Use AI to think, write, plan, and analyse more effectively

Customer Success Associate

• Manage end-to-end campaign execution for assigned accounts, including configuration, optimization, QA, and product utilization
• Host monthly strategy sessions with clients to review performance, highlight insights, and discuss opportunities
• Prepare, analyze, and present monthly results, recommending strategies to improve ROI and customer engagement
• Participate in internal team meetings, sharing client updates, opportunities, risks, and feedback
• Develop and maintain strategic account plans supporting long-term client success and revenue growth
• Monitor key metrics and KPIs to identify trends, risks, and performance opportunities
• Understand client goals and challenges and provide solutions aligned with business objectives
• Identify upselling opportunities and present additional products or services
• Share client-driven insights to support product development and feature planning
• Onboard new clients, providing transitions, training, and ongoing support
• Educate clients on Vicimus products and available features
• Respond to Level 1 support inquiries and guide clients through basic system usage
• Submit and track Level 2 technical tickets, including feature requests and product issues
• Collaborate with the Creative Team to develop marketing assets
• Build strong client relationships through consistent communication and proactive outreach
• Anticipate and address potential issues, initiating save procedures when required
• Contribute ideas and feedback to improve internal processes and the product ecosystem

Client Success Manager – Automotive

• Manage end-to-end campaign execution for assigned accounts, including configuration, optimization, QA, and product utilization
• Host monthly strategy sessions with clients to review performance, highlight insights, and discuss new opportunities
• Prepare, analyze, and present monthly results, recommending strategies to improve ROI and customer engagement
• Participate in internal team meetings, sharing client updates, opportunities, risks, and feedback
• Develop and maintain strategic account plans supporting long-term client success and revenue growth
• Monitor key metrics and KPIs to identify trends, risks, and performance opportunities
• Understand client goals and challenges and provide solutions aligned with business objectives
• Identify upselling opportunities and present additional products or services
• Share client-driven insights to support product development and feature planning
• Onboard new clients, providing transitions, training, and ongoing support
• Educate clients on Vicimus products and available features
• Respond to Level 1 support inquiries and guide clients through basic system usage
• Submit and track Level 2 technical tickets, including feature requests and product issues
• Collaborate with the Creative Team to develop marketing assets
• Build strong client relationships through consistent communication and proactive outreach
• Anticipate and address potential issues, initiating save procedures when required
• Contribute ideas and feedback to improve internal processes and the product ecosystem