Client Success Manager (CSM)

Dispatch • New York, NY

16d • Onsite

About The Position

The financial advisory industry is a $80T market in the US, but has seen little technological innovation compared to the self-service market (Robinhood, Betterment, Wealthfront, SoFi). Client data management is a universally painful and expensive problem for financial advisors. Today, advisors manually collect, update, and utilize client data across the 7-10 software tools that they use to run their business. Data transcription and translation across systems is time-consuming and error-prone, leading to costly inefficiencies and embarrassing client-facing problems. Managing data access control, audit logs, and compliance is a constant challenge, particularly in larger organizations.
We are building the first wealth tech data orchestration company. We sync client data across a financial advisor's tech stack, unlocking the efficiency of a fully-integrated software suite with the choice of tools that best fit their business. We are laser-focused on enabling the best technology experiences for advisors and unlocking the potential of the entire wealth tech software ecosystem. We’re an experienced team of start-up operators with deep roots in both tech and advisory. You can learn more about us on our website.
As a CSM, you help every client get maximum value from Dispatch through the best possible experience. When we do that consistently over time, we build trust. When we build trust, clients become advocates for Dispatch. You own that outcome for a book of Dispatch’s largest clients: getting them implemented, driving adoption, and making sure they get what they bought.
Dispatch’s clients are large wealth management firms, custodians, asset managers, and wealthtech companies. They are complex organizations with multiple stakeholders, high expectations, and workflows that are often manual, time-sensitive, and business-critical.
This is a senior, hands-on Client Success role. You will need to understand each client’s business, build trust across their organization, and stay close to the details.
Dispatch is a technical product that sits inside our clients’ operating workflows. You will need enough product and technical fluency to explain the platform credibly, diagnose where clients are getting stuck, and partner well with Product, Engineering, Product Ops, Solutions, and Support.
You start with a focused book of accounts and grow into a book of 10–20 clients representing $2–3+ million in ARR as we scale. You partner closely with Account Executives on renewals and expansions. They own the commercial process; you own the account context, adoption picture, stakeholder dynamics, and risk signals that make those conversations successful.

Requirements

• 7+ years in client-facing post-sale roles at B2B technology companies, including 5+ years as the primary owner of enterprise client relationships.
• Experience owning complex, high-value enterprise accounts, multiple stakeholders, multi-phase implementation cycles, and high expectations.
• Experience at an early-stage startup, ideally no later than Series B and no larger than 150 people at the time you joined.
• Experience with technical or operationally complex products that move, integrate, or transform data between systems, including API platforms, ETL tools, integration middleware, workflow engines, or internal tooling that syncs data across applications.
• Wealth management, wealthtech, asset management, or financial services experience is helpful, but not required and not enough on its own.
• Owner’s mindset. You feel personally accountable for the value and experience your clients get from Dispatch. You do the little things, the big things, and everything in between to earn trust over time.
• Excellent judgment. You make sound calls with incomplete information. You know when to escalate, when to push back, when to slow down, and when to keep moving.
• Clear communicator and operator. You write clearly, speak precisely, run tight meetings, manage projects and action items, and keep clients and internal teams aligned without creating extra noise. You can command a room with senior stakeholders and make complex topics feel clear and manageable.
• Client and product curiosity. You listen closely, ask strong questions, and work to understand each client’s business, workflows, and goals. You also want to know how the product works, how systems interact, and how to explain technical concepts clearly.
• Low-ego resourcefulness. You bring urgency and ownership to ambiguous situations, make progress when there is no documented answer, own mistakes, assume positive intent, and stay steady when things go sideways.

Responsibilities

• Implementation delivery. You run implementation projects from kickoff through launch. You chair weekly project meetings, drive accountability on the client’s side, coordinate internally across Product, Engineering, Product Ops, and Solutions, and keep momentum when projects get messy.
• Adoption and value realization. You drive usage against the business outcomes each client bought Dispatch to achieve. You know where every account stands, spot stalled adoption early, and act before risk turns into a renewal problem.
• Product and business expertise. You become a trusted advisor by deeply understanding Dispatch, each client’s business, and the workflows they are trying to improve. You can teach the platform, explain technical tradeoffs clearly, recommend the right approach, and help clients make smart decisions about how to use Dispatch.
• Stakeholder and account strategy. You build trust across client teams, from executive sponsors to day-to-day operators. You know who supports Dispatch, who resists it, who influences the decision, and what each person needs to move forward. You equip Account Executives with the account health, adoption, stakeholder, risk, and value context they need before renewal and expansion conversations.
• Operating rigor and product signal. You keep account plans honest and current: business objectives, adoption hurdles, open risks, stakeholder maps, usage signals, and next steps. You also bring patterns from your accounts to Product and Engineering with enough specificity to separate one-off asks from recurring friction and influence what gets built.

Benefits

• Competitive salary and equity options
• High-quality benefits package including 100% company-paid insurance premiums for family coverage (medical, vision, dental).
• 401K, HSA & FSA plans
• OneMedical, HealthAdvocate, TalkSpace, and Teladoc memberships
• Technology stipend
• Unlimited PTO
• Paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed