Customer Success Manager, Key Accounts

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About DialpadDialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visitdialpad.com to learn more.

Being a DialerAt 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 roleAs a Customer Success Manager, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.

First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes.

This position reports to our Manager of Customer Success and has the opportunity to be based in Dialpad's Kitchener, Ontario office. 

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 with the intention of creating alignment of common goals, identifying growth or risk opportunities, and communicating 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 2-5+ years of customer success experience 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 offsites.

For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits.

Ontario Pay Transparency Range

$78,000—$91,200 CAD

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.