Customer Success Manager (Generalist)

Customer Success Manager (Generalist)

Location: NYC or San Francisco 

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 give advisors the power of an integrated tech stack with the choice to use whatever tools are best to run their business. We’re an experienced team of start-up operators with deep roots in both tech and industry. You can learn more about us on our website.

Role overview:

Dispatch is looking for an execution-focused CSM to own the implementation, growth, and long-term success of our customers. You will focus primarily on the mid-market but may have some enterprise coverage responsibilities too. You’ll partner directly with customers to manage technical onboarding, configure integrations, build relationships, and drive expansion.

You will be part implementation lead, part strategic advisor, and part commercial partner. You’ll be foundational in shaping our approach to onboarding, QBRs, and upsell — and will work closely with Product, Operations, and Sales to do it.

To succeed in this role, you'll have to be scrappy, customer-obsessed, motivated by impact, and excel at moving fast and operating in unchartered territory. 

What you will own:

• Serve as the primary relationship owner 

• Lead onboarding and implementation for mid-market customers 

• Serve as a product expert — able to troubleshoot issues and execute hands-on tasks like configuring integrations and testing.

• Develop a deep understanding of each customer’s org structure, workflows, and operational model in order to advise on optimal Dispatch usage and uncover expansion opportunities over time. 

• Own the expansion motion from discovery to close — shaping use cases, partnering with Sales, and driving adoption of new workflows and product areas.

• Run QBRs, track account health, and proactively mitigate risk

• Act as the internal voice of the customer, surfacing product and infrastructure feedback

• Contribute to playbooks, templates, and CS process development

What you bring:

• 3+ years of experience in a Customer Success or Account Management role, working with complex B2B SaaS products. 

• Start-up experience in a rapidly growing tech company (ideally in fintech, data, or complex SaaS)

• Proven experience managing large, multi-stakeholder accounts 

• Comfort navigating technical implementations

• Strong commercial instincts with experience identifying and influencing upsell opportunities

• Exceptional communicator who can build trust with product teams and clients alike

• Systems thinker who builds for scale — not just to get through the day

• Operate with high horsepower, are adept at context switching, and work on multiple projects at once with expansive ownership.

• Startup or early growth stage experience going from 1 to 10 or 10 to 100.

Why work at Dispatch?

• We’re a highly experienced team with a track record of successfully building together. We’re well versed in building for the best tech and investment companies. We move fast, iterate quickly and have a high bar for what “excellent” looks like.

• We’re a well-funded company backed by top tier investors.

• We’re distributed in New York and San Francisco, and take great care to foster a highly communicative, collaborative working environment.

• Unlimited vacation - take time off when you need it.

• Top-notch healthcare plans - we offer the best available medical, dental and vision plans that give you the most options and we cover the entirety of the cost for employees and their families. Also offered: FSA, HSA plans and OneMedical, TalkSpace, KindBody, HealthAdvocate and Teladoc Health memberships. 

Dispatch provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.