Customer Success Manager

About Dialpad

Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

Dialpad’s Customer Success team plays an essential role in assisting our customers through their entire Dialpad journey—from start to finish. This team partners with cross-functional teams such as Sales, Support, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal.

Your role

As a Customer Success Manager, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.

Who you are

First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes.

This position reports to our Manager of Customer Success and has the opportunity to be based in one of Dialpad’s North American Hubs.

What you’ll do 

• Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
• Conduct Business Reviews and status calls with the intention of creating alignment of common goals, identifying growth or risk opportunities,  and communicating performance metrics and insights. 
• Maintain a deep grasp of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
• Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.

Skills you’ll bring

• Minimum 5+ years experience working at a SaaS company.
• Experience working with and general knowledge of Telecommunications and Contact Center space preferred.
• Experience and comfort interacting with and influencing C-level executives.
• Strong presentation, meeting facilitation, and written communication skills.
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients.
• Ability to work cross departmentally.
• Must have the ability to lead, manage or influence both internal and customer resources to achieve positive outcomes.
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.
• Willingness to travel to customer locations and team offsites.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

Culture
We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation
Teamwork makes the dream work, and Dialpad offers competitive salaries because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life. 

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.