Customer Success Manager, Premier Accounts

About Dialpad

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

As a Customer Success Manager, you'll be a trusted advisor to your assigned customers, increasing the value our solution delivers to their organisations. You'll be responsible for understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.

Responsibilities

• 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 grasp 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

• Minimum 3-4 years of experience working at a SaaS company.

• Experience working with and general knowledge of Telecommunications and Contact Center space preferred.

• Experience and comfort interacting with and influencing C-level executives.

• Strong presentation, meeting facilitation, and written communication skills.

• Excellent time management and organisational skills with the ability to track numerous details and prioritise appropriately.

• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients.

• Ability to work cross-departmentally.

• Must have the ability to lead, manage, or influence both internal and customer resources to achieve positive outcomes.

• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.

• Willingness to travel to customer locations and team off-sites.

Why Join Dialpad

• Work at the centre 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