About the team
Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).
Your role
As the Manager, Customer Success you will be responsible for driving initiatives related to reducing churn and downsell in our small business customer base. You will lead a team of Customer Success Specialists in a one-to-many, high touch environment. 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. The Manager, Customer Success is a member of the Customer Success organization and will report directly to the Senior Manager, Customer Success and has the opportunity to be based in our Manila, PH Hub.
What you’ll do

Lead a high performance Customer Success team focused on higher touch engagement
Monitor KPI’s and evaluate team performance to ensure we are operating at the highest standard
Evaluate churn and downsell reasons and implement plans to reduce customer churn
Drive retention activities based on client's situation
Initiate process improvements through creation to execution of new strategies

Skills you’ll bring

Bachelor’s degree in technology-related field and prior experience with SaaS / high growth companies is ideal for this role
Customer focused and demonstrable passion about customer success
Exceptional English fluency and excellent written, verbal, and listening communications skills with a professional (even dynamic) presence, presentation and public speaking skills
Proven cross functional leader with proven track record of collaboration, prioritization, and workload management
Quick learner, always looking to embrace and master new technologies
Capable project/program management skills with ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes
Proven operational acumen with ability to define success targets and ensure attainment of targets
Familiarity with next-generation enterprise software customer success concepts, including customer health scores management, adoption engineering, customer success plans, account planning
Excellent skills / ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel

Who you are

Able to work US core hours 8am - 5pm MountainTime
Positive team player who embraces a team-first attitude and contributes to overall team success
You enjoy tackling complex customer challenges and finding creative solutions
Able to adapt quickly to an ever changing environment
Goal oriented - able to support and motivate a team to meet and exceed performance goals
Process oriented - able to develop functional processes and adapt them quickly to meet changing demands
Able to establish rapport and gain situational awareness quickly in single touch interactions with customers
Experience with telecommunication or SaaS providers required

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.

Diversity, Equity, and Inclusion (DEI) at Dialpad
At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it’s our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.
Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning development program focused on the success of our Dialers.
Culture
We’ve been named a Top Workplace seven times, and this is in large part due to our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.