Customer Success Manager, Mid-Market

The Customer Success Manager will lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution. They will 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. The role requires conducting 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. The Customer Success Manager will maintain a deep understanding of Dialpad's solutions and speak with customers about the most meaningful features/functionality for their specific business needs. They will manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.

• 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.
• Attend BaseCamp, our Revenue Org onboarding program, where you’ll learn all about our company, product, internal systems, and CS approach.
• Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to your customers by your teammates.
• Establish a regular cadence with your customers to stay aligned on business goals, product updates, etc.
• Manage upcoming renewals and forecast renewals for the next quarter to ensure predictability for the business.
• Start conducting Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities.
• Lean into your role as the “voice of the customer” within Dialpad by funneling feedback from your customers to Product and others.
• Oversee your customers’ adoption, training, and development of best practices to continually drive incremental value and ROI.
• Manage escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.
• Track accounts to identify churn risks and work proactively to mitigate those risks.

• 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.
• Attend BaseCamp, our Revenue Org onboarding program, where you’ll learn all about our company, product, internal systems, and CS approach.
• Work closely with your manager and teammates to get up to speed on all things CS: processes, tool set, customer base, etc.
• Get to know cross-functional partners that we work with most frequently, like Sales, Professional Services, Product, Support, and AR.
• Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to your customers by your teammates.
• Establish a regular cadence with your customers to stay aligned on business goals, product updates, etc.
• Manage upcoming renewals and forecast renewals for the next quarter to ensure predictability for the business.
• Start conducting Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities.
• Lean into your role as the “voice of the customer” within Dialpad by funneling feedback from your customers to Product and others.
• Oversee your customers’ adoption, training, and development of best practices to continually drive incremental value and ROI.
• Manage escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.
• Track accounts to identify churn risks and work proactively to mitigate those risks.
• Minimum 3-4 years experience working at a SaaS company
• Experience working with and general knowledge of Telecommunications and Contact Center space
• 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