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Customer Success Manager, Mid-Market

2 months ago

Denver, Colorado, United States Dialpad Full time
About the Role

Dialpad is a pioneering company that has revolutionized the customer communications platform with its AI-powered technology. As a Customer Success Manager, you will play a crucial role in assisting our customers throughout their Dialpad journey, from onboarding to ongoing support. You will partner with cross-functional teams to ensure our customers derive maximum value from our products, leading to success, retention, and renewal.

Your Responsibilities
  • Lead post-sales activities for Dialpad customers through strong relationship-building, product knowledge, and planning.
  • Establish and oversee customer adoption, training, and development of best practices to drive incremental value and return on investment.
  • Conduct Business Reviews and status calls to create alignment of common goals, identify growth or risk opportunities, and communicate performance metrics and insights.
  • Maintain a deep understanding of our solutions and communicate their value to customers.
  • Manage customer escalations with urgency, documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.
Requirements
  • Minimum 5+ years of experience working at a SaaS company.
  • Experience working with telecommunications and contact center space is 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.
  • Ability to work cross-departmentally and 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.
About Dialpad

Dialpad is a dynamic force in AI technology with a rapidly expanding presence. We offer a collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. Our benefits and perks include flexible time off, great options for medical, dental, and vision plans, a monthly stipend for cell phone and internet bills, reimbursement for gym membership costs, and more. We are committed to building a values-driven culture that celebrates identity, inclusion, and belonging.