Strategic Customer Success Manager

About the team

Dialpad’s Customer Success team plays an essential role in assisting our customers through their entire Dialpad journey—from start to finish. This team partners with cross-functional teams such as Sales, Support, Professional Services, and Product, to ensure our customers achieve measurable value from their investment in Dialpad products, leading to success, retention, and renewal. 

Your role

As a Strategic CSM, you'll help businesses solve complex communications problems felt by everyone around the world by leading all post-sales activities for Dialpad customers. You’ll improve customer outcomes through strong relationship-building, product knowledge, planning, and execution for our largest customer base. In tight collaboration with our Sales, Support, Professional Services, and Product teams you'll work three times per week out of our local office. Remote candidates will not be considered.

What you’ll do 

• 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 Quarterly or Semi-Annual Business Reviews and status calls with the intention of creating alignment of common goals, identifying growth or risk opportunities, and communicating performance metrics and insights. 
• Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
• Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.

Skills you’ll bring

• 5+ years of relevant Customer Success experience working at a SaaS company
• Experience and comfort interacting with, building enduring relationships with, and influencing C-level executives.
• Expertise working with Enterprise customers and an understanding of their unique qualities..
• Strong presentation, meeting facilitation, oral, and written communication skills.
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
• Ability to work cross departmentally.
• Ability to lead, manage, and influence both internal and customer resources to achieve positive outcomes.
• Strong analytical and problem-solving skills. 
• Willingness to travel to customer locations.

Who you are

First and foremost, you love working with customers and helping them realize value by achieving (or exceeding) their goals. You know how to communicate clearly, use data to your advantage, and organize your time like a pro. Picking up new technology skills excites you, and even though you might not yet be an expert on modern, cloud based communications and real time AI platforms, the idea of mastering this knowledge at Dialpad gets you fired up. You are a seasoned veteran when it comes to Customer Success, and you are obsessed with customer happiness.

Benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and 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.