Dialpad

Dialpad

Manager, Customer Success

Kitchener, Canada

Sponsorship not specified$102k-$129kDetected 15 days ago
Agentic AIStatisticsSalesforceAccount ManagementOperations ManagementCustomer SuccessLeadershipCommunicationCollaborationMentoringPublic SpeakingMicrosoft Office

About the role

  • 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.
  • You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff.
  • This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.

Responsibilities

  • Lead the resolution of any escalated issues to ensure timely and satisfactory resolution.
  • Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes.

Requirements

  • You enjoy tackling complex customer challenges and finding creative solutions.
  • Experience working for SaaS Bachelor's degree in a technology-related field and prior experience with SaaS/high-growth companies is ideal for this role.

Nice to have

  • telecommunications experience is preferred.

Skills

  • SaaS experience is required; telecommunications experience is preferred.
  • Customer-focused and demonstrable passion for customer success.
  • Proven cross-functional leader with a proven track record of collaboration, prioritization, and workload management.
  • Quick learner, always looking to embrace and master new technologies.
  • Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required.
  • Proven operational acumen with the ability to define success targets and ensure attainment of those targets.
  • Excellent skills and ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.
  • About Dialpad
  • Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital.
  • Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.
  • Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.
  • Being a Dialer

Compensation

  • For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below.

Benefits

  • Monitor customer account health, identifying risks and opportunities.
  • Report on customer health, renewals, expansion, and overall success metrics to senior leadership.
  • Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, and account planning.

Company info

  • Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad's Key customers.
  • Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.
  • As the Manager, Customer Success at Dialpad, you will lead a team of Customer Success Managers (Key Accounts) dedicated to ensuring that our customers derive maximum value from our platform.
  • Lead and Develop the Team: Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad's Key customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.
  • Driving Adoption and Engagement: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully realize the value of the Dialpad platform. Proactively identify opportunities to expand use cases and increase platform utilization.
  • 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 customers.
Apply directly at Dialpad →Create a free account for alerts like thisView Dialpad immigration profile

This listing is sourced directly from Dialpad's careers page and normalized into a canonical job model.