Senior Manager of Customer Success, Dialpad
Strategic Accounts
$156-211.2k
AI-powered cloud communications platform
Open for applications
AI-powered cloud communications platform
1001+ employees
Open for applications
$156-211.2k
1001+ employees
Company mission
To completely transform the way the world works together.
Role
Who you are
- 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
- 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
What the job involves
- 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!)
- As the Sr. Manager of Customer Success for Strategic Accounts at Dialpad, you will lead a team of Customer Success Managers 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
- 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
Our take
Dialpad offers an AI-driven cloud communications platform for business teams. It was founded to streamline communications across entire businesses with a fast set-up and hassle-free deployment.
As well as hosting in-house video, meet and text communications with automated note taking and transcription, the platform also features AI-powered customer service, sales and voice intelligence insights. Dialpad has impressed customers such as Asana, Stripe, TED and Uber with its smooth integration capabilities with co-working platforms like Slack, Google Workspace, Salesforce CRM and Microsoft Teams.
The Unicorn company's funding has been heavily invested in the continued R&D of AI technologies, delivering numerous industry-first features. Dialpad has also expanded globally, opening offices in Europe and Asia and extending its global footprint via additional investments internationally.
Freddie
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2022
$50m
LATE VC
Dec 2021
$170m
LATE VC
Total funding: $450m
Company benefits
- Company stock options
- Continued education stipend
- Cell phone, home internet, and gym membership stipend
- Work from home opportunities
- 100% paid medical, dental, and vision plan
- Catered lunches, free snacks & drinks
Company HQ
San Ramon, CA
Leadership
Craig Walker
(Founder & CEO)Having studied Law at UCB, Craig worked as an Attorney for Brobeck Phleger & Harrison, before moving to General Counsel at TeleSoft Partners. He spent almost 4 years at Google Ventures before founding Dialpad in January 2011.
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