Opportunity at
DialpadManager, Customer Success
Dialpad seeks a Manager, Customer Success to lead its Key Accounts customer success team. In this hybrid position based out of the Kitchener, Ontario office, the…
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About This Role
Dialpad seeks a Manager, Customer Success to lead its Key Accounts customer success team. In this hybrid position based out of the Kitchener, Ontario office, the chosen professional will report directly to the SVP, Customer Success. The employer operates an AI platform for customer experience designed to resolve issues across voice and digital channels. This opportunity is well-suited for someone who possesses management experience in customer success or account management…
Job Description
Dialpad seeks a Manager, Customer Success to lead its Key Accounts customer success team. In this hybrid position based out of the Kitchener, Ontario office, the chosen professional will report directly to the SVP, Customer Success. The employer operates an AI platform for customer experience designed to resolve issues across voice and digital channels.
This opportunity is well-suited for someone who possesses management experience in customer success or account management and wants to guide a high-performing group of professionals. The person in this position will take ownership of client satisfaction, retention, and platform adoption while steering strategies for at-risk accounts. Responsibilities also include tracking performance metrics and reporting statistics to executive staff, alongside collaborating with departments such as sales, marketing, product, and engineering.
Candidates should embody the company's core traits, which include being scrappy, curious, optimistic, persistent, and empathetic. The role requires partnering with major clients to minimize churn, expand use cases, and handle escalations. Ideal applicants will bring a technical background along with strong communication skills and operational acumen.
Responsibilities
- Manage, build, and mentor a team of Customer Success Managers supporting Key accounts
- Monitor customer health metrics, identify risks, and lead the resolution of escalated accounts
- Collaborate with clients to accelerate product adoption and minimize churn
- Partner with sales, marketing, product, and engineering teams on customer-centric strategies
- Track and report key performance indicators regarding customer health, renewals, and expansion to senior leadership
- Develop engagement strategies for at-risk customers to improve retention outcomes
Requirements
- 2 to 3+ years of management experience leading a Customer Success or Account Management team
- SaaS experience
- Proficiency in Salesforce, Customer Success tools such as Gainsight, PowerPoint, Word, and Excel
- Strong written, verbal, and listening communication skills
Qualifications
- Telecommunications experience
- Bachelor's degree in a technology-related field
- Prior experience working for high-growth companies
- Technical background in IT Service Management, Telecommunications, or IT Operations Management solutions
- Project and program management skills
Core Skills
Benefits
- Target base salary range between $102,400 and $129,400 CAD for Ontario-based talent
- Comprehensive benefits and perks
- Training program
- Access to cutting-edge AI tools
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job located?
This position is hybrid based in the Dialpad office located in Kitchener, Ontario.
What is the salary range for this position?
For eligible talent based in Ontario, Canada, the target base salary range is $102,400 to $129,400 CAD, which does not include bonus, equity, or benefits.
What experience is required for this role?
Applicants must have 2 to 3+ years of management experience leading a Customer Success or Account Management team, along with SaaS experience.
Who does this position report to?
This role reports to the SVP, Customer Success.
Sample Interview Questions
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