Manager, Customer Success

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.

Your role

As the Manager of Customer Success, you will be responsible for driving initiatives related to reducing churn and downsell in our small business customer base. You will lead a team of Customer Success Specialists in a one-to-many, high-touch environment. You will help develop strategies to engage with at-risk customers to improve outcomes. You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff. The Manager of Customer Success is a member of the Customer Success organization and will report directly to the Senior Manager of Customer Success.

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!).

What You’ll Do

• Lead a high-performance Customer Success team focused on higher-touch engagement.
• Monitor KPIs and evaluate team performance to ensure we are operating at the highest standard.
• Evaluate churn and downsell reasons and implement plans to reduce customer churn.
• Drive retention activities based on the client's situation.
• Initiate process improvements through the creation and execution of new strategies.
  
  

Skills You’ll Bring

• Bachelor’s degree in a technology-related field and prior experience with SaaS/high-growth companies is ideal for this role.
• 5 years of experience in a customer success, account management, or related client-facing role, with at least 3 years in a leadership or management capacity.
• Customer-focused and demonstrable passion for customer success.
• Exceptional English fluency and excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills.
• 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.
• Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes.
• Proven operational acumen with the ability to define success targets and ensure attainment of targets.
• Familiarity with next-generation enterprise software customer success concepts, including customer health scores & management, adoption engineering, customer success plans, and account planning.
• Excellent skills/ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.
• 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-oriented - able to support and 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.
• Able to work US core hours 8 am - 5 pm Mountain Time.
  
  

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.