About this role
<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About Dialpad<br></strong></span><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Visit <a href="https://dialpad.com/">dialpad.com</a> to learn more.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Being a Dialer</strong></span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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:<strong> Scrappy, Curious, Optimistic, Persistent, and Empathetic</strong>.</span></p></div><p><span style="font-size: 12pt;"><strong>Your role </strong></span></p>
<p><span style="font-size: 12pt;">As the Manager of Customer Success for Key Accounts at Dialpad, you will lead a team 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.</span></p>
<p><span style="font-size: 12pt;">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. </span></p>
<p><span style="font-size: 12pt;">This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.</span></p>
<p><span style="font-size: 12pt;"><strong>What you’ll do </strong></span></p>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Lead and Develop the Team</strong>: 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.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Customer Advocacy</strong>: Serve as the leader responsible for customer satisfaction and retention within the Key segment. </span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Driving Adoption and Engagement</strong>: 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.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Customer Health & Escalations</strong>: Monitor customer account health, identifying risks and opportunities. Lead the resolution of any escalated issues to ensure timely and satisfactory resolution.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Collaborative Leadership</strong>: 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.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Metrics & Reporting</strong>: Track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Thought Leadership</strong>: Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of Dialpad’s products and services.</span></li>
</ul>
<p><span style="font-size: 12pt;"><strong>Skills you’ll bring</strong></span></p>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">2-3+ years of experience managing a Customer Success or Account Management team.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">SaaS experience is required; telecommunications experience is preferred.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience working for SaaS Bachelor’s degree in a technology-related field and prior experience with SaaS/high-growth companies is ideal for this role.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Customer-focused and demonstrable passion for customer success.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven cross-functional leader with a proven track record of collaboration, prioritization, and workload management.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Quick learner, always looking to embrace and master new technologies.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven operational acumen with the ability to define success targets and ensure attainment of those targets.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, and account planning.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Excellent skills and ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.</span></li>
</ul>
<p><span style="font-size: 12pt;"><strong>Who you are </strong></span></p>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Positive team player who embraces a team-first attitude and contributes to overall team success.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">You enjoy tackling complex customer challenges and finding creative solutions.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Able to adapt quickly to an ever-changing environment.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Goal-driven and able to motivate a team to meet and exceed performance goals.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Process-oriented - able to develop functional processes and adapt them quickly to meet changing demands.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Able to establish rapport and gain situational awareness quickly in single-touch interactions with customers.</span></li>
</ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-size: 14px;"><span style="font-weight: 400;">For exceptional talent based in </span><span style="font-weight: 400;">Ontario, Canada</span><span style="font-weight: 400;"> the target base salary range for this position is posted below. </span><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;">Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the </span><em style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;">target </em><span style="font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, Oxygen, Ubuntu, Cantarell, 'Open Sans', 'Helvetica Neue', sans-serif;">range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. </span><span style="font-weight: 400;">Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits.</span></span></p></div><div class="title">Ontario Pay Transparency Range</div><div class="pay-range"><span>$102,400</span><span class="divider">—</span><span>$129,400 CAD</span></div></div></div><div class="content-conclusion"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Why Join Dialpad</strong></span></p>
<ul>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Work at the center of the AI transformation in business communications</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Build and ship agentic AI products that are redefining how companies operate</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Join a team where AI amplifies every employee’s impact</span></li>
<li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Competitive salary, comprehensive benefits, and real opportunities for growth</span></li>
</ul>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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 <a href="https://www.greatplacetowork.com/certified-company/7007999#:~:text=91%25%20of%20employees%20at%20Dialpad,a%20typical%20U.S.-based%20company.&text=Source:%20Great%20Place%20To%20Work%C2%AE%202021%20Global%20Employee%20Engagement%20Study.&text=When%20you%20join%20the%20company,%20you%20are%20made%20to%20feel%20welcome.&text=People%20here%20are%20given%20a%20lot%20of%20responsibility">Great Place to Work</a>, ensures that every employee feels valued and empowered to contribute to our collective success.</span></p>
<p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply. </span></p>
<p style="text-align: center;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><em> </em><em>Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.</em></span></p></div>