Customer Success Manager, Mid-Market

The job overview for this role is to lead all post-sales activities for Dialpad's customers, ensuring strong relationships, product knowledge, and execution. The successful candidate will be responsible for driving customer adoption, training, and development of best practices to maximize value and return on investment. They will also conduct business reviews, manage customer escalations, and maintain a deep understanding of Dialpad's solutions to effectively address customer needs. This role requires excellent communication, organizational, and problem-solving skills, as well as the ability to work cross-functionally and influence C-level executives.

• Lead all post-sales activities for Dialpad's customers through relationship-building, product knowledge, planning, and execution.
• Establish and oversee the customer's adoption, training, and development of best practices to drive incremental value and return on investment.
• Conduct Business Reviews and status calls to create alignment of goals, identify growth or risk opportunities, and communicate performance metrics and insights.
• Maintain a deep understanding of Dialpad's solutions and discuss the most meaningful features/functionality for customers' specific business needs.
• Manage customer escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.
• Attend BaseCamp, the Revenue Org onboarding program, to learn about the company, product, internal systems, and customer success approach.
• Familiarize yourself with the book of business using qualitative and quantitative data and get introduced to customers by teammates.
• Establish a regular cadence with customers to stay aligned on business goals and product updates.
• Manage upcoming renewals and forecast renewals for the next quarter to ensure predictability for the business.
• Conduct Business Reviews with customers to demonstrate value, identify growth opportunities, and get to know key stakeholders.
• Funnel feedback from customers to Product and others as the "voice of the customer" within Dialpad.
• Oversee customers' adoption, training, and development of best practices to drive incremental value and ROI.
• Track accounts to identify churn risks and proactively mitigate those risks.
• Work with and influence C-level executives.
• Present, facilitate meetings, and communicate effectively in written form.
• Demonstrate strong time management and organizational skills.
• Desire to work in a dynamic startup environment and collaborate cross-departmentally.
• Ability to lead, manage, or influence both internal and customer resources.
• Strong analytical and problem-solving skills with quick situational awareness.
• Willingness to travel to customer locations.

• 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

• Competitive salaries and stock options
• Medical, dental, and vision plans
• Monthly stipend for gym membership
• Wellness events and activities
• Emphasis on work-life balance and flexibility
• Monthly stipend for cell phone and home internet
• Coverage for home office equipment
• Generous time off and vacation policy
• Inclusive and authentic workplace environment
• Equal opportunity employer