Customer Success Manager (Premier Accounts)

About Dialpad

Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe rely on Dialpad to build stronger customer connections using real-time, AI‑driven insights.

Being a Dialer

At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real‑time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry‑leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your Role

As a Customer Success Manager, you’ll be a trusted advisor to your assigned customers, increasing the value our solution delivers to their organizations. You’ll be responsible for understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction. This position reports to our Manager of Customer Success and has the opportunity to be based in London, UK. 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, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal.

What you’ll do

• 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 you’ll bring

• 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 organizational skills with the ability to track numerous details and prioritize 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.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. Dialpad is an equal‑opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.