Customer Success Manager, Enterprise Accounts

Dialpad-posted 3 months ago
Full-time • Mid Level
Austin, TX
1,001-5,000 employees
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Dialpad 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. As a Customer Success Manager, Enterprise Accounts, you’ll play an essential role in assisting our customers through their entire Dialpad journey - from start to finish. You’ll work closely with Sales, Support, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal. This position reports to our Sr. Manager of Customer Success, Enterprise Accounts, and has the opportunity to be based in either our Austin, TX or Denver, CO Office.

  • 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 understanding 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.
  • 8+ years of relevant experience working at a SaaS company.
  • Experience working with and general knowledge of Telecommunications and Contact Center space (UcaaS/CcaaS).
  • Experience and comfort interacting with and influencing C-level executives.
  • Referenceable experience in working with large Enterprise customers.
  • 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.
  • Competitive benefits and perks.
  • Robust training program that helps you reach your full potential.
  • Inclusive office environment designed to cultivate collaboration and connection.
  • Recognized as a certified Great Place to Work.
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