Sr. Manager of Customer Success, Strategic Accounts

About Dialpad Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI -driven insights. Visit dialpad.com to learn more. Being a Dialer At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role As the Sr. Manager of Customer Success for Strategic Accounts at Dialpad, you will lead a team of Customer Success Managers dedicated to ensuring that our largest customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long-term strategic 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. This position reports to our SVP of Customer Success, and has the opportunity to be based in our Denver, Colorado 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 Strategic customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes. Customer Advocacy : Serve as the executive leader responsible for customer satisfaction and retention within the Strategic segment. Foster strong, long-lasting relationships with key decision-makers and stakeholders at customer organizations. Strategic Account Management : Work closely with Strategic customers to understand their business needs and drive outcomes that ensure customer success and the expansion of our business within their organization. Driving Adoption and Engagement : Collaborate with customers to accelerate product adoption, minimize churn, and help them fully leverage the Dialpad platform's value. Proactively identify opportunities to expand use cases and increase platform utilization. Customer Health Escalations : Monitor the health of customer accounts, identifying risks and areas of opportunity. 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 Strategic clients. Metrics Reporting : Establish and track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership. Thought Leadership : Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of Dialpad’s products and services. Skills you’ll bring 8+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a focus on Strategic accounts. Proven track record of successfully managing Enterprise-level clients, driving customer retention, and growing strategic partnerships. 5+ yea ... (truncated, view full listing at source)