Customer Success Manager, Key Accounts

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 a Customer Success Manager, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization.

Requirements

, driving adoption and retention, and ensuring ongoing satisfaction. ) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator.

Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes. This position reports to our Manager of Customer Success and has the opportunity to be based in Dialpad's Kitchener, Ontario 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 with the intention of creating alignment of common goals, identifying growth or risk opportunities, and communicating performance metrics and insights.

Maintain a deep grasp of our solutions and speak with customers about the most meaningful features/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. Skills you’ll bring Minimum 2-5+ years of customer success experience 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.