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Director of Customer Success, Strategic Accounts

Denver, US

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

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 Strategic Accounts at Dialpad, you will lead a team dedicated to ensuring that our largest customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long-term strategic partnerships that lead to 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.

This position reports to our SVP of Customer Success, and has the opportunity to be based in our Denver, Colorado Office.

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 Strategic 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 Strategic segment. Foster strong, long-lasting relationships with key decision-makers and stakeholders at customer organizations.
  • Strategic Account Management: Work closely with Strategic 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: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully leverage the Dialpad platform's value. 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 Strategic 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 Strategic 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.
  • Ability to adapt quickly to an ever-changing environment.
  • Experience with telecommunication or SaaS providers required.

For exceptional talent based in Denver, CO the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Colorado Salary Range

$151,600 - $187,120 USD

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

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

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