Manager, Customer Success

About the team 

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!).

Your role 

As the Manager, 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, Customer Success is a member of the Customer Success organization and will report directly to the Senior Manager, Customer Success and has the opportunity to be based in our Manila, PH Hub.

What you’ll do 

• Lead a high performance Customer Success team focused on higher touch engagement.
• Monitor KPI’s 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 client's situation.
• Initiate process improvements through creation to execution of new strategies.

Skills you’ll bring

• Bachelor’s degree in technology-related field and prior experience with SaaS / high growth companies is ideal for this role.
• Customer focused and demonstrable passion about customer success.
• Exceptional English fluency and excellent written, verbal, and listening communications skills with a professional (even dynamic) presence, presentation and public speaking skills.
• Proven cross functional leader with 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 ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes.
• Proven operational acumen with 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, account planning.
• Excellent skills / ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel.
• Able to work US core hours while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions and collaborative sessions
• Experience with telecommunication or SaaS providers required
• Excellent internet connectivity required.
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Who you are 

• Able to work US core hours 8am - 5pm MountainTime.
• 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.

Benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.