Head of Success

Head of Success

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:

We’re looking for a Head of Customer Success to build and lead the post-sale function at Dispatch. In this role, you’ll own the full customer lifecycle — from onboarding to renewal to expansion — and play a critical role in shaping how we deliver value to our customers at scale.

You’ll be responsible for building the team, defining the customer journey, partnering cross-functionally with Product, Sales, and Ops, and directly managing key enterprise relationships. This is a highly collaborative, technical role that requires deep customer empathy, systems thinking, and a bias toward action. You’ll be instrumental in making sure our customers are successful — and that their success drives ours.

What you will own:

• Design and scale the Customer Success function, including team structure, hiring roadmap, playbooks, and performance metrics

• Build and manage a team of Enterprise CSMs and support roles, starting with 2–3 early hires

• Define and continuously improve the customer journey — from onboarding and implementation through QBRs, renewals, and upsell

• Develop repeatable frameworks for onboarding, lifecycle engagement, health tracking, and escalation

• Partner with Sales to shape expansion and renewal strategy; forecast NRR and manage account-level planning

• Serve as an executive sponsor for top-tier accounts, building relationships with key stakeholders

• Collaborate closely with Product and Engineering to surface feedback, resolve integration issues, and influence roadmap priorities

• Lead efforts to segment and automate support, including building agent escalation logic and lightweight self-serve experiences in partnership with Ops. 

• Define and own KPIs for implementation velocity, product adoption, NRR, CSAT, and more.

What you bring:

• 7–10+ years in Customer Success or Strategic Account Management roles in B2B SaaS

• Experience building or leading a CS team at an early-stage company, ideally from Series A onward

• Deep understanding of technical products — especially data models, APIs, integrations, and workflow tooling

• Proven track record owning customer retention, expansion, and upsell outcomes

• Strong operator mindset: you know how to build systems, design processes, and execute with speed

• Excellent communicator across functions and seniority levels — from execs to technical teams to customers

• Empathy-first approach to leadership and customer relationships

• High ownership and comfort navigating ambiguity — you thrive in build-mode environments

• A passion for turning chaos into clarity and driving measurable outcomes

We're excited if you are:

• Strong problem-solver - Capable of operating in ambiguity, creating structure, handling various aspects of project management and operational challenges.

• Strong communicator - Strong stakeholder management skills are one of your key strengths, enabling you to effectively collaborate and influence at all levels of the organization.

• Strong relationship builder - Proven ability to work with multiple groups and disciplines.

• Action oriented - Passion to do whatever it takes to solve complex problems, build scalable processes with a strong bias for action.

• Comfortable with ambiguity in a high growth, constantly changing environment.

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.