Customer Success Specialist

The job overview for this position is that the Customer Success Advocate will lead all post-sales activities for Dialpad's customers, ensuring strong relationships, product knowledge, and execution. They will act as the voice of the customer within the company and work cross-functionally to embed a consistent and strong customer message. The advocate will develop trusted relationships with customers, retain successful partnerships, drive adoption and training, and mitigate churn risks. They should have 1-5 years of experience in Customer Success and possess strong communication and organizational skills.

• Lead all post-sales activities for Dialpad's customers through relationship-building, product knowledge, planning, and execution.
• Act as the voice of the customer within Dialpad and work cross-functionally with Sales, Marketing, Product, Engineering, and Data Science to ensure consistent and strong customer message.
• Develop a positive and trusted relationship with customers by providing value throughout the customer partnership.
• Retain long-term partnerships with customers by independently renewing successful customers.
• Establish and oversee the customer's adoption, training, and development of best practices to drive incremental value and return on investment.
• Maintain a deep understanding of Dialpad's solutions and communicate with customers about the most meaningful features for their specific business needs.
• Manage customer escalations, document open issues, facilitate regular status meetings, and work cross-functionally to resolve them.
• Track accounts to identify churn risks and proactively mitigate those risks.

• 1-5 years of experience in Customer Success
• Real passion for providing top-notch account management
• Strong written communication skills
• Excellent time management and organizational skills with the ability to track numerous details
• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients
• Able to work US core hours 8am - 5pm Pacific Time
• Positive team player who embraces a team-first attitude and contributes to overall team success
• Enjoy tackling complex customer challenges and finding creative solutions
• Able to adapt quickly to an ever-changing environment

• Equity, balance, and belonging
• Collaborative culture that elevates teammates
• Competitive compensation and equity participation
• Inclusive and authentic workplace
• Community of inclusion and environment free from discrimination or harassment