Sr. Customer Success Manager

About the role

Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. We believe every conversation matters. And we have built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic. As a Customer Success Manager for Enterprise Accounts, you will play an essential role in assisting our customers throughout their entire Dialpad journey from start to finish. You will work closely with Sales, Support, and Product teams to ensure our customers derive measurable value from their investment in Dialpad products, driving success, retention, and renewal.

Key facts

What you'll do

Lead all post-sales activities for Dialpad's customers through strong relationship-building, product knowledge, planning, and execution.

Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.

Conduct Business Reviews and status calls to align on common goals, identify growth or risk opportunities, and communicate performance metrics and insights.

Maintain a deep understanding of our product portfolio and roadmap to effectively position, configure, and scale solutions in customer environments.

Champion the customer's strategic initiatives within Dialpad, escalating cross-functional opportunities and influencing internal priorities to align with customer outcomes.

Develop and own tailored success plans that define milestones, adoption targets, and value metrics in collaboration with key stakeholders.

Proactively identify health risks and usage gaps, then coordinate targeted interventions and corrective actions to protect retention and expansion.

Leverage data and analytics to tell a compelling story of progress, demonstrating ROI and reinforcing trust through transparent reporting.

Act as the primary point of contact for strategic accounts, coordinating internal resources to resolve complex issues and uphold exceptional service levels.

Drive adoption of new features and AI capabilities, ensuring customers realize timely value from product releases and enhancements.

Build and nurture executive-level relationships that influence strategic decisions, uncover new use cases, and create long-term advocacy.

Collaborate with Customer Support and Engineering to close the loop on feedback, turning customer insights into actionable product improvements.

Champion a culture of continuous improvement by documenting playbooks, refining playbooks, and sharing best practices across the customer success organization.

Own the end-to-end renewal and expansion process, aligning commercial, technical, and operational inputs to secure long-term partnerships.

Requirements

You have a Bachelor's degree or equivalent practical experience.

You have a minimum of five years of professional experience in customer success, account management, or a related role.

You have at least three years of experience managing enterprise-level customer relationships in a SaaS or technology environment.

You possess a strong understanding of subscription-based business models, KPIs, and executive-level stakeholder management.

You are fluent in English, both written and verbal, with strong presentation and facilitation skills.

You have hands-on experience with CRM tools, customer success platforms, and data analytics systems.

You demonstrate a track record of building trust and influencing without authority across global and cross-functional teams.

You are comfortable navigating ambiguity, managing multiple priorities, and thriving in a fast-paced, dynamic environment.

Practical notes

This job description is intended to outline the general nature and level of work performed within this role. It does not describe all responsibilities, duties, and skills, which may be adjusted based on business needs, and the incumbent must comply with all applicable policies and procedures. The incumbent is responsible for adhering to the standards and principles outlined in this description, applying relevant laws, policies, and regulations. Duties and responsibilities may change without notice, and performance is evaluated in relation to agreed objectives and organizational goals. Reasonable accommodations may be available for individuals with disabilities, and accommodation requests should be directed through proper internal channels.