Customer Success Manager, Mid-Market

4 weeks ago

Austin, Texas, United States Dialpad Full time
{"title": "Customer Success Manager", "description": "About Dialpad

Dialpad is a leading provider of AI-powered customer communications platforms. Our innovative solutions help businesses of all sizes streamline their workflows, automate tasks, and drive growth.

About the Role

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success team, you will be responsible for ensuring our customers achieve measurable value from our products.

Key Responsibilities
  • Lead post-sales activities for Dialpad's customers through strong relationship-building, product knowledge, and planning.
  • Establish and oversee customer adoption, training, and development of best practices to drive incremental value.
  • 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 grasp of our solutions and speak with customers about the most meaningful features and 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.
Requirements
  • Minimum 5+ years of 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.
What We Offer
  • Competitive salaries and stock options.
  • Flexible time off and great options for medical, dental, and vision plans.
  • Reimbursement for expenses related to professional development.
  • A collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.
", "lang_code": "en-US"}

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