Director, Customer Success, Enterprise id-6272
Job Description
About Dialpad
Dialpad is the leading Ai-powered customer communications platform creating human-first, Ai-enhanced solutions that will drive the next wave of how businesses communicate with and serve their customers. Enterprise customers like Randstad, Remax, Mizuho, Cigna, T-Mobile, Johns Hopkins, Motorola, Warby Parker, Panera Bread, and Netflix, use Dialpad and its Ai capabilities to deliver amazing customer experiences. Supported by notable investors such as Andreessen Horowitz, Google Ventures, and ICONIQ Capital, Dialpad is a dynamic force in Ai technology with a rapidly expanding presence. Visit dialpad.com to learn more.
About the team
Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).
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Your role
As the Director of Customer Success for Enterprise Accounts at Dialpad, you will lead a team focused on ensuring our largest customers receive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and fostering long-term strategic partnerships that result in 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. The Director of Enterprise Customer Success is a member of the Customer Success organization and will report directly to the SVP of Customer Success.
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 Enterprise 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 Enterprise segment. Foster strong, long-lasting relationships with key decision-makers and stakeholders at customer organizations.
Strategic Account Management: Work closely with enterprise 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: Work with customers to drive product adoption, reduce churn, and ensure that customers realize the full value of the Dialpad platform. 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 Enterprise 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 Enterprise accounts.
- Proven track record of successfully managing Enterprise-level clients, driving customer retention, and growing strategic partnerships.
- 5+ years of leadership experience, with the ability to inspire and manage a high-performing team.
- Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships at all levels of an organization.
- Deep understanding of SaaS business models and the ability to drive product adoption and value realization.
- Strong problem-solving skills, with the ability to handle complex customer issues and drive timely resolutions.
- Data-driven, with experience using customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk, etc.).
- Strong organizational skills, with the ability to manage multiple accounts and initiatives simultaneously.
Who you are
- Positive team player who embraces a team-first attitude and contributes to overall team success.
- You enjoy tackling complex customer challenges and finding creative solutions.
- Able to adapt quickly to an ever changing environment.
- Goal driven and able to motivate a team to meet and exceed performance goals.
- Process oriented - able to develop functional processes and adapt them quickly to meet changing demands.
- Able to establish rapport and gain situational awareness quickly in single touch interactions with customers.
- Experience with telecommunication or SaaS providers required.
Benefits, time-off, and wellness
An apple a day keeps the doctor away—and it doesn't hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!
Professional development
Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.
For exceptional talent based in Denver, CO the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target 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. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
