Manager of Customer Success , Key Accounts
About the Role
About Dialpad
Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.
More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.
We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.
Visit dialpad.com to learn more.
Being a Dialer
At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.
We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.
We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
Your role
As the Manager of Customer Success for Key Accounts at Dialpad, you will lead a team dedicated to ensuring that our customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long-term partnerships that lead to customer retention and growth. You will be the voice of the customer internally and will work closely with cross-functional teams to ensure our solutions continue to meet and exceed customer expectations.
You will help develop strategies to engage with at-risk customers to improve outcomes. You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff.
This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.
What you’ll do
- Lead and Develop the Team: Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad’s Key customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.
- Customer Advocacy: Serve as the leader responsible for customer satisfaction and retention within the Key segment.
- Driving Adoption and Engagement: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully realize the value of the Dialpad platform. Proactively identify opportunities to expand use cases and increase platform utilization.
- Customer Health & Escalations: Monitor customer account health, identifying risks and opportunities. Lead the resolution of any escalated issues to ensure timely and satisfactory resolution.
- Collaborative Leadership: Collaborate with Sales, Marketing, Product, and Engineering teams to create customer-centric strategies, improve product offerings, and deliver the best possible experience for our customers.
- Metrics & Reporting: Track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership.
- Thought Leadership: Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of Dialpad’s products and services.
Skills you’ll bring
- 2-3+ years of experience managing a Customer Success or Account Management team.
- SaaS experience is required; telecommunications experience is preferred.
- Experience working for SaaS Bachelor’s degree in a technology-related field and prior experience with SaaS/high-growth companies is ideal for this role.
- Customer-focused and demonstrable passion for customer success.
- Excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills.
- Proven cross-functional leader with a proven track record of collaboration, prioritization, and workload management.
- Quick learner, always looking to embrace and master new technologies.
- Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required.
- Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes.
- Proven operational acumen with the ability to define success targets and ensure attainment of those targets.
- Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, and account planning.
- Excellent skills and ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.
Who you are
- Positive team player who embraces a team-first attitude and contributes to overall team success.
- You enjoy tackli