Lead Customer Success Specialist

About the role

Dialpad is seeking a process-oriented professional to join our Customer Success team and manage complex client challenges. You will serve as a key point of contact for our users, ensuring high satisfaction and retention through proactive engagement and strategic problem-solving.

Key facts

What you'll do

• Oversee the full post-sales customer lifecycle, including relationship management and strategic planning.
• Function as a team lead by managing escalations and providing mentorship to other Customer Success Managers.
• Advocate for customer needs by collaborating with internal departments like Product, Engineering, Sales, Marketing, and Data Science.
• Drive product adoption and training to maximize the return on investment for our clients.
• Monitor accounts to identify and mitigate potential churn risks.
• Handle renewals independently to maintain long-term partnerships.
• Document open issues and lead status meetings to ensure timely resolution of concerns.

Requirements

• 3 to 5 years of professional experience in Customer Success.
• Proven background in the SaaS or telecommunications industry.
• Excellent written communication skills and high attention to detail.
• Ability to work remotely with a dedicated, technically equipped workspace and high-quality internet.
• Capacity to maintain full on-camera engagement during US core business hours.
• Alignment with our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Nice to have

• Previous experience in a lead or supervisory capacity.

Skills & tools

• Account management
• Customer retention strategies
• Cross-functional collaboration
• Time management and organizational tracking

Practical notes

This is a remote position requiring a stable, professional home office setup. We encourage candidates to apply even if they do not meet every listed qualification, provided they possess the core traits and ambition we value. Dialpad is an equal-opportunity employer.