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DialpadSr. Manager, Customer Success & CX, APAC
Dialpad is seeking a Senior Manager for Customer Success and Customer Experience in the APAC region to lead and coordinate support, professional services, and customer success…
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About This Role
Dialpad is seeking a Senior Manager for Customer Success and Customer Experience in the APAC region to lead and coordinate support, professional services, and customer success teams across international markets. In this position, the successful candidate will bridge technical delivery with long-term client value realization, guiding regional operations and acting as an escalation point for major enterprise clients. Dialpad provides an AI-powered customer experience platform that operates across voice and…
Job Description
Dialpad is seeking a Senior Manager for Customer Success and Customer Experience in the APAC region to lead and coordinate support, professional services, and customer success teams across international markets. In this position, the successful candidate will bridge technical delivery with long-term client value realization, guiding regional operations and acting as an escalation point for major enterprise clients. Dialpad provides an AI-powered customer experience platform that operates across voice and digital channels to help organizations resolve issues and boost efficiency in real time.
This leadership role is suited for an experienced SaaS professional with a background in account management, professional services, or customer success. The incoming manager will mentor personnel, collaborate with product, sales, and engineering units, and drive regional revenue growth through expansion and billable services. Reporting to the Senior Vice President of Customer Success, the individual will have direct management responsibility over Customer Success Managers located in Australia and Japan. The position requires strong commercial acumen, familiarity with cloud communications technology, and a data-driven approach to tracking performance metrics such as retention, utilization, and time-to-value.
Responsibilities
- Build, coach, and mentor a multidisciplinary international team of support professionals, professional services staff, and Customer Success Managers
- Serve as the regional escalation owner and primary on-ground decision-maker for business outcomes and localized situations
- Develop and execute strategic initiatives for international markets to ensure scalability and alignment with corporate goals
- Collaborate cross-functionally with sales, support, engineering, and product teams to streamline the customer journey
- Directly manage Customer Success Managers based in Australia and Japan
- Oversee international professional services operations, including resource allocation, project management, and custom integration delivery
- Support pre-sales activities such as technical scoping, resource planning, and proposal development
- Establish delivery best practices for consistent and repeatable implementations
- Own executive relationships, account health, and client retention across the international strategic segment
- Drive regional revenue through account expansion, upsell opportunities, and billable services execution
- Establish and monitor key performance indicators including NRR, CSAT, PS utilization rates, gross renewals, and time-to-value
Requirements
- Have at least 8 years of professional experience in account management, professional services, or customer success within the telecommunications or SaaS sector
- Possess 1 to 3 or more years of people management experience leading customer success or account management teams, including distributed or international groups
- Demonstrate expertise in managing enterprise-level clients and delivering consulting or implementation services
- Show in-depth technical knowledge of AI, CCaaS, and UCaaS solutions
- Demonstrate a strong understanding of SaaS business models, professional services revenue management, and subscription metrics
- Exhibit exceptional negotiation, presentation, and interpersonal skills to engage global C-level stakeholders
- Be proficient in utilizing CRM tools and customer success platforms like Zendesk, Gainsight, and Salesforce
Qualifications
- Hold a bachelor's degree in engineering, computer science, business, or a related field
- Possess an advanced degree or MBA
- Demonstrate business-level proficiency in Japanese
Core Skills
Benefits
- Competitive salary and comprehensive benefits package
- Access to cutting-edge AI tools and a robust training program
- Opportunities for professional growth and career advancement
- An inclusive, vibrant office environment designed to encourage connection and collaboration
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote status for this role?
The source posting does not specify whether this position is remote, hybrid, or entirely on-site.
What is the salary for this position?
The job posting does not state the salary range for this role.
What type of employment is this?
This is a full-time position.
Who will this manager report to?
This position reports directly to the Senior Vice President of Customer Success.
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