Manager, Customer Success

About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role As the Manager, Customer Success at Dialpad, you will lead a team of Customer Success Managers (Key Accounts) dedicated to ensuring that our customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long-term 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. 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. This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario 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 Key customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes. • Customer Advocacy : Serve as the leader responsible for customer satisfaction and retention within the Key segment. • Driving Adoption and Engagement : Collaborate with customers to accelerate product adoption, minimize churn, and help them fully realize the value of the Dialpad platform. Proactively identify opportunities to expand use cases and increase platform utilization. • Customer Health & Escalations : Monitor customer account health, identifying risks and opportunities. 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 customers. • Metrics & Reporting : Track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to