Manager, Customer Success

Overview  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. We’re now leading the shift to Agentic AI: intelligent agents that automate workflows, resolve customer issues, and accelerate revenue in real time.
Being a Dialer: AI is integral to how our teams work. We provide powerful AI tools to help our employees move faster, think bigger, and achieve more.
We seek individuals who are intensely curious, hold themselves to a high bar, and embody our core traits:
Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role  As the Manager, Customer Success at Dialpad, you will lead a team of Customer Success Managers (Key Accounts) dedicated to ensuring that our customers derive maximum value from our platform. You will manage customer relationships, drive product adoption, and cultivate long-term partnerships that lead to retention and growth. You will be the voice of the customer internally and work closely with cross-functional teams to ensure our solutions meet and exceed expectations.

You will help develop strategies to engage with at‑risk customers to improve outcomes and will report team performance to the leadership team. This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.
What you’ll do    Lead and Develop the Team :
Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad’s Key customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.
Customer Advocacy :
Lead customer satisfaction and retention within the Key segment.
Driving Adoption and Engagement :
Collaborate with customers to accelerate product adoption, minimize churn, and realize the value of the platform. Proactively identify opportunities to expand use cases and increase utilization.
Customer Health & Escalations :
Monitor account health, identify risks and opportunities, and lead the resolution of escalated issues to ensure timely resolution.
Collaborative Leadership :
Work with Sales, Marketing, Product, and Engineering to create customer-centric strategies and improve offerings.
Metrics & Reporting :
Track KPIs for customer success and report on health, renewals, expansion, and overall success metrics to senior leadership.
Thought Leadership :
Stay informed on industry trends and customer needs, providing insights to shape the future of our products and services.
Skills you’ll bring   2-3+ years of management experience leading a Customer Success or Account Management team.
SaaS experience required; telecommunications experience preferred.
Bachelor’s degree in a technology-related field; prior experience with SaaS/high-growth companies is ideal.
Customer-focused with a demonstrated passion for customer success.
Excellent written, verbal, and listening communication skills with a professional presence, presentation, and public speaking abilities.
Proven cross-functional leader with collaboration, prioritization, and workload management.
Quick learner with a willingness to master new technologies.
Technical background in IT Service Management, Telecommunications, or IT Operations Management is a plus.
Strong project/program management skills with the ability to translate outcomes into well-structured success plans.
Operational acumen to define targets and ensure attainment.
Familiarity with enterprise software customer success principles, including health scores, adoption engineering, success plans, and account planning.
Proficiency with Salesforce, Gainsight (or similar), PowerPoint, Word, and Excel.
Who you are   Positive team player with a team-first attitude.
Enjoy tackling complex customer challenges and finding creative solutions.
Able to adapt quickly to a dynamic environment.
Goal-driven and able to motivate a team to meet and exceed performance goals.
Process-oriented with the ability to develop and adapt processes as needed.
Able to establish rapport quickly in interactions with customers.
Compensation and benefits  For…