End-to-end customer outcomes across implementation, support, and ongoing delivery
A team of 8–10 customer-facing technical specialists
Service quality, escalation management, and operational consistency
Partner with Product and Engineering on complex bugs or architectural concerns
Owns customer experience from implementation through steady-state delivery
Leads and develops a high-performing, customer-facing technical teams
Acts as a senior operational and customer advocate within Dispel
Be present in the NYC office the majority of the week for hands-on leadership
Serve as a senior escalation point for complex or high-impact issues
Join customer calls as a trusted technical advisor
Run operational cadences (standups, planning, retros, reviews)

4+ years managing technical or customer-facing teams in SaaS, cybersecurity, or services
Strong technical background (networks, Ubuntu, Windows)
Proven customer-facing experience
Hands-on, humble, and ownership-driven leadership style
Comfortable operating in ambiguity and high-growth environments
Excellent written and verbal communication skills
6+ years in Customer Success, Support, or Implementation (Preferred)
Experience scaling teams or processes (Preferred)
Cross-functional experience with Product, Engineering, and Account Management (Preferred)

Customer Success Manager

Key skills