Sr. Manager of Customer Success, Strategic Accounts

Your role
As the Sr. Manager of Customer Success for Strategic Accounts at Dialpad, you will lead a team of Customer Success Managers dedicated to ensuring that our largest customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long-term strategic 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.

This position reports to our SVP of Customer Success, and has the opportunity to be based in our Denver, Colorado 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 Strategic customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.
• Customer Advocacy: Serve as the executive leader responsible for customer satisfaction and retention within the Strategic segment. Foster strong, long-lasting relationships with key decision-makers and stakeholders at customer organizations.
• Strategic Account Management: Work closely with Strategic customers to understand their business needs and drive outcomes that ensure customer success and the expansion of our business within their organization.
• Driving Adoption and Engagement: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully leverage the Dialpad platform's value. Proactively identify opportunities to expand use cases and increase platform utilization.
• Customer Health & Escalations: Monitor the health of customer accounts, identifying risks and areas of opportunity. 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 Strategic clients.
• Metrics & Reporting: Establish and 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

• 8+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a focus on Strategic accounts.
• Proven track record of successfully managing Enterprise-level clients, driving customer retention, and growing strategic partnerships.
• 5+ years of leadership experience, with the ability to inspire and manage a high-performing team.
• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships at all levels of an organization.
• Deep understanding of SaaS business models and the ability to drive product adoption and value realization.
• Strong problem-solving skills, with the ability to handle complex customer issues and drive timely resolutions.
• Data-driven, with experience using customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk, etc.).
• Strong organizational skills, with the ability to manage multiple accounts and initiatives simultaneously.
• Ability to adapt quickly to an ever-changing environment.
• Experience with telecommunication or SaaS providers required.