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Customer Success Manager

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Dialpad

28d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Denver
  • Quick Apply

AI generated summary

  • You need 5+ years in SaaS, telecommunications knowledge, C-level interaction skills, strong communication, time management, cross-departmental collaboration, and analytical problem-solving abilities. Travel required.
  • You will build relationships, lead post-sales activities, drive customer adoption, conduct reviews, manage escalations, and ensure alignment with customer goals while maximizing value from the solutions.

Requirements

  • Minimum 5+ years experience working at a SaaS company.
  • Experience working with and general knowledge of Telecommunications and Contact Center space preferred.
  • 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 and team offsites.

Responsibilities

  • 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 grasp 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.

FAQs

What is the primary responsibility of a Customer Success Manager at Dialpad?

The primary responsibility of a Customer Success Manager at Dialpad is to act as a trusted advisor for assigned customers, ensuring they realize value from Dialpad's solutions by driving adoption, retention, and ongoing satisfaction.

What experience is required for this role?

A minimum of 5+ years of experience working at a SaaS company is required, with a preference for experience in the Telecommunications and Contact Center space.

Is experience interacting with C-level executives necessary for this position?

Yes, experience and comfort interacting with and influencing C-level executives is a key requirement for this role.

What skills are essential for a Customer Success Manager at Dialpad?

Essential skills include strong presentation, meeting facilitation, written communication skills, excellent time management and organizational skills, as well as strong analytical and problem-solving abilities.

What type of professional development opportunities does Dialpad offer?

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

Is travel required for the Customer Success Manager role?

Yes, there is a willingness to travel to customer locations and team offsites required for this role.

What is the salary range for this position in Denver, CO?

The salary range for this position in Denver, CO is between $90,200 and $111,267 USD.

What benefits does Dialpad offer employees?

Dialpad offers flexible time off, medical, dental, and vision plans, a monthly stipend for cell phone and internet bills, reimbursement for gym memberships, and various wellness events.

How does Dialpad approach diversity, equity, and inclusion?

Dialpad is committed to building a values-driven culture that celebrates identity, inclusion, and belonging through initiatives like Employee Resource Groups, service days, and a robust learning & development program.

Can I apply if I don’t meet all the requirements listed in the job description?

Yes, Dialpad encourages individuals who are excited about the role to apply even if their past experience does not align perfectly with every qualification listed.

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Dialpad

On a mission to completely transform the way the world works together.

Technology
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Dialpad is the leading Ai-Powered Customer Intelligence Platform that is completely transforming how the world works together, with one beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. Over 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.