Manager, Customer Success

The job overview for the Manager, Customer Success role at Dialpad is to lead a high-performance team focused on engaging with small business customers to reduce churn and downsell. The manager will be responsible for monitoring team performance, evaluating churn reasons, and implementing strategies to improve customer outcomes. They will also drive retention activities and initiate process improvements. The ideal candidate will have a technology-related degree, prior experience with SaaS or high-growth companies, and a passion for customer success. They should possess excellent communication skills, be a quick learner, and have project management abilities.

• Lead a high performance Customer Success team focused on higher touch engagement
• Monitor KPI's and evaluate team performance to ensure operating at the highest standard
• Evaluate churn and downsell reasons and implement plans to reduce customer churn
• Drive retention activities based on client's situation
• Initiate process improvements through creation to execution of new strategies

• Bachelor's degree in technology-related field and prior experience with SaaS/high growth companies
• Customer focused with a passion for customer success
• Exceptional English fluency and excellent written, verbal, and listening communication skills
• Proven cross-functional leader with collaboration, prioritization, and workload management skills
• Quick learner with a willingness to embrace and master new technologies
• Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus
• Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans
• Proven operational acumen with the ability to define success targets and ensure attainment of targets
• Familiarity with next-generation enterprise software customer success concepts, including customer health scores & management, adoption engineering, customer success plans, account planning
• Excellent skills/ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel
• Able to work US core hours 8am - 5pm Mountain Time
• Positive team player

• Competitive compensation and equity
• Inclusive and authentic workplace
• Collaborative culture
• Top Workplace recognition
• Opportunities for growth and development
• Emphasis on diversity and intersectionality
• Work-life balance
• Positive team environment
• Celebration of wins
• Focus on customer success
• Opportunity to work with cutting-edge technology
• Supportive leadership team
• Flexible work hours
• Inclusion and belonging