Senior Customer Success Manager

About Dialpad Work Beautifully Dialpad is the leading Ai-Powered Customer Intelligence Platform that is transforming how the world works together. Based on 4 billion minutes of analyzed voice and meetings data and growing, we have designed one, beautiful workspace that seamlessly combines the most advanced Ai Contact Center, Ai Sales, Ai Voice, and Ai Meetings with Ai Messaging. More than 30,000 innovative brands and millions of people use Dialpad to unlock productivity, collaboration, and customer satisfaction with real-time Ai insights. With initial funding and leadership from Google and leading venture capitalists such as ICONIQ and Andreessen Horowitz, Dialpad has over $200M in ARR and is one of the fastest growing Ai companies in the world. About the team Dialpad’s Customer Success team plays an essential role in assisting our customers through their entire Dialpad journey—from start to finish. This team partners with cross-functional teams such as Sales, Support, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal. Your role As a Senior Customer Success Manager, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction. This position reports to our Manager of Customer Success and has the opportunity to be based in London, UK.  About the role As a Senior Customer Success Manager at Dialpad, you will help maintain the absolute highest levels of satisfaction and engagement among our customer base.  You are ultimately responsible for making sure all clients in your portfolio are constantly realizing the value of their account, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.   This is a fantastic opportunity for a driven individual with at least 5+ years of SaaS Customer Success or Account Manager experience to help build out and grow with one of the hottest start-ups in the Telephony & AI space. The CSM reports directly to the Director of Customer Success. What you’ll do  Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution. Act as the voice of the customer within Dialpad. As the owner of the customer relationship, the CSM is expected to work cross-functionally with Sales, Marketing, Product, Engineering and Data Science to ensure consistent and strong customer message is embedded in everything we do.  Develop a positive, trusted relationship with your 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 continually drive incremental value and return on the customer's investment. Identify key customer advocates that can support marketing efforts through case studies, speaking opportunities, references, etc.  Conduct Quarterly Success Reviews and identify growth opportunities. Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs. Partner closely with Professional Services to transition accounts from implementation stage to Customer Success without friction. Manage customer escalations by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.  Analyze data independently to discover insights that drive recommendations for clients. Track accounts to identify churn risks and work proactively to mitigate those risks. Skills you’ll bring 5+ years of experience in Customer Success, Sales, Support/Service or customer facing roles Experience working with and general knowledge of Telecommunications and Contact Center space preferred Real passion for providing top-notch account management Strong presentation, meeting facilitation, and written communication skills Familiarity working with customers of all sizes Willingness to travel to customer locations  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 Who you are First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes. Dialpad benefits and perks Equity, balance, and belonging At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity. Culture We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.  Compensation and equity Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success. Benefits, time-off, and wellness An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, home office equipment, gym membership costs, a variety of wellness events, and more! Continuing education Dialpad offers a yearly stipend for continued learning and education expenses. Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.