Director, Customer Success, Enterprise

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

Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company.  The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).

Your role

As the Director of Customer Success for Enterprise Accounts at Dialpad, you will lead a team focused on ensuring our largest customers receive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and fostering long-term strategic partnerships that result in customer retention and growth. You will be the voice of the customer internally and will work closely with cross-functional teams to ensure our solutions continue to meet and exceed customer expectations.  The Director of Enterprise Customer Success is a member of the Customer Success organization and will report directly to the SVP of Customer Success.

What you’ll do 

Lead and Develop the Team: Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad’s Enterprise customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.

Customer Advocacy: Serve as the executive leader responsible for customer satisfaction and retention within the Enterprise segment. Foster strong, long-lasting relationships with key decision-makers and stakeholders at customer organizations.

Strategic Account Management: Work closely with enterprise customers to understand their business needs and drive outcomes that ensure customer success and the expansion of our business within their organization.

Driving Adoption and Engagement: Work with customers to drive product adoption, reduce churn, and ensure that customers realize the full value of the Dialpad platform. Proactively identify opportunities to expand use cases and increase platform utilization.

Customer Health & Escalations: Monitor the health of customer accounts, identifying risks and areas of opportunity. Lead the resolution of any escalated issues to ensure timely and satisfactory resolution.

Collaborative Leadership: Collaborate with Sales, Marketing, Product, and Engineering teams to create customer-centric strategies, improve product offerings, and deliver the best possible experience for our Enterprise clients.

Metrics & Reporting: Establish and track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership.

Thought Leadership: Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of Dialpad’s products and services.

Skills you’ll bring

• 8+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a focus on Enterprise accounts.
• Proven track record of successfully managing Enterprise-level clients, driving customer retention, and growing strategic partnerships.
• 5+ years of leadership experience, with the ability to inspire and manage a high-performing team.
• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships at all levels of an organization.
• Deep understanding of SaaS business models and the ability to drive product adoption and value realization.
• Strong problem-solving skills, with the ability to handle complex customer issues and drive timely resolutions.
• Data-driven, with experience using customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk, etc.).
• Strong organizational skills, with the ability to manage multiple accounts and initiatives simultaneously.

Who you are 

• Positive team player who embraces a team-first attitude and contributes to overall team success.
• You enjoy tackling complex customer challenges and finding creative solutions.
• Able to adapt quickly to an ever changing environment.
• Goal driven and able to motivate a team to meet and exceed performance goals.
• Process oriented - able to develop functional processes and adapt them quickly to meet changing demands.
• Able to establish rapport and gain situational awareness quickly in single touch interactions with customers.
• Experience with telecommunication or SaaS providers required.

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.