Customer Success Manager, Enterprise Accounts

About Dialpad

Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.

More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.

We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.

Your Role

As a Customer Success Manager for Enterprise Accounts, you’ll play an essential role in assisting our customers throughout their entire Dialpad journey - from start to finish. You’ll work closely with Sales, Support, and Product teams to ensure our customers derive measurable value from their investment in Dialpad products, driving success, retention, and renewal.

This position reports to our Sr. Manager of Customer Success, Enterprise Accounts, and is hybrid from either our Denver, Colorado or Austin, Texas office.

What you’ll do

• Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
• Conduct Business Reviews and status calls to align on common goals, identify growth or risk opportunities, and communicate performance metrics and insights.
• Maintain a deep understanding of our solutions and discuss with customers 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 resolve them.

Skills you'll bring

• 8+ years of Customer Success experience at a SaaS company
• Experience working in and general knowledge of the Telecommunications and Contact Center space (UcaaS/CcaaS).
• Experience and comfort in interacting with and influencing C-level executives.
• Referenceable experience in working with large Enterprise customers.
• 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 valued to help craft our offerings and how we interact with clients.
• Able 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.

Why Join Dialpad

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection.

Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.