Lead Customer Success Specialist

As a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. We seek an adaptable, process-oriented professional with excellent digital communication skills and the ability to build rapport and develop situational awareness in customer interactions.

Your Role:

• Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
• Act in a team lead capacity, handling escalations and supporting the greater CSM team.
• Provide Mentoring and coaching, and support the development of CSM’s.
• Act as the voice of the customer within Dialpad.
• Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
• Retain long-term partnerships with customers by independently renewing successful customers.
• 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.
• 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 by documenting open issues, facilitating regular status meetings, and collaborating cross-functionally to resolve them.
• Track accounts to identify churn risks and proactively mitigate them.

Skills you’ll bring:

• 3-5 years of experience in Customer Success.
• Previous Lead Experience preferred.
• Experience with telecommunication or SaaS providers required.
• A real passion for providing top-notch account management.
• Strong written communication skills.
• Excellent time management and organizational skills with the ability to track numerous details.
• A desire to work in a dynamic startup where your input is valued to help craft our offerings and how we interact with clients.

Why Join Dialpad:

• Work at the center of the AI transformation in business communications.
• Build and ship agentic AI products that are redefining how companies operate.
• Join a team where AI amplifies every employee’s impact.
• Competitive salary, comprehensive benefits, and real opportunities for growth.