Manager, Customer Success, SMB

Work beautifully

Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.

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!)

Your role 

As the Manager of SMB Customer Success you will be focused on driving initiatives related to reducing churn and downsell in our small business customer base. You will lead a team of Customer Success Representatives in a one-to-many, high touch environment. 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. The Manager of SMB 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 a high performance Customer Success team focused on higher touch engagement
• Monitor KPI’s and evaluate team performance to ensure we are operating at the highest standard
• Evaluate churn and downsell reasons and implement plans to reduce customer churn
• Drive retention activities based on client's situation
• Lead process improvements through creation to execution of new strategies
• Facilitate expansion opportunities with existing customers

Skills you’ll bring

• Bachelor’s degree in technology-related field and prior experience with SaaS/high growth companies is ideal for this role
• Customer focused and demonstrable passion about customer success
• Excellent written, verbal, and listening communications skills with a professional (even dynamic) presence, presentation and public speaking skills
• Proven cross functional leader with proven track record of collaboration, prioritization, and workload management
• Quick learner, always looking to embrace and master new technologies
• Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required
• Capable project/program management skills with ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes
• Proven operational acumen with ability to define success targets and ensure attainment of targets
• Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, account planning
• Excellent skills / ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel

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

Dialpad benefits and perks

Equity, balance, and belonging

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Culture

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent. 

Compensation and equity

Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.