Customer Success Manager

Dispel is a fast-growing company focused on ownership, accountability, and customer trust. The Technical Customer Success Manager will be responsible for owning the end-to-end customer experience across onboarding, implementation, support, and ongoing service delivery while leading a team of customer-facing technical specialists.

Responsibilities:

• 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
• Hire, coach, and retain high-performing technical customer teams
• Set clear expectations, career paths, and performance goals
• Foster a culture of ownership, psychological safety, and continuous improvement
• Be present in the NYC office the majority of the week for hands-on leadership
• Balance team capacity across onboarding, support, and delivery
• Remove blockers, reprioritize as needed, and lead from the front during crunch time
• Define and track KPIs across service delivery and customer health
• Run operational cadences (standups, planning, retros, reviews)
• Serve as a senior escalation point for complex or high-impact issues
• Join customer calls as a trusted technical advisor
• Lead structured troubleshooting and incident response
• Ensure clear, empathetic, outcome-driven communication
• Co-own onboarding and implementation with Account Management
• Drive fast time-to-value and consistent product ramp experiences
• Partner with Product and Engineering on deployability, usability, and feedback
• Translate customer insights into actionable product input
• Support renewals and expansions with technical context
• Identify account risks and growth opportunities
• Ensure smooth handoffs across Sales, Implementation, and Support
• Must be willing to travel at least two weeks per quarter to NY, Austin, conferences, or anywhere within the US

Requirements:

• 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
• Must be willing to travel at least two weeks per quarter to NY, Austin, conferences, or anywhere within the US
• 6+ years in Customer Success, Support, or Implementation
• Experience scaling teams or processes
• Cross-functional experience with Product, Engineering, and Account Management