Customer Success Manager Job at Dialpad (Tokyo)

Customer Success Manager

Dialpad

Location:
Japan , Tokyo

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Instrumental in the success and retention of Dialpad customers, our Customer Success team is the backbone of our company. 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!).

Job Responsibility:

Attend BaseCamp, our Revenue Org onboarding program, where you’ll learn all about our company, product, internal systems, and CS approach
Work closely with your manager and teammates to get up to speed on all things CS: processes, toolset, customer base, etc
Get to know cross-functional partners that we work with most frequently, like Sales, Product, and Support
Head into month 2 with a solid grasp of where to go to find the right answers to customer questions
Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to your customers by your teammates
Establish a regular cadence with your customers to stay aligned on business goals, product updates, etc
Dig into the product more and more as you receive specific questions from your customers - this is when everything really starts to click!
Start conducting Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities
Lean into your role as the “voice of the customer” within Dialpad by funneling feedback from your customers to Product and others
Oversee your customers’ adoption, training, and development of best practices to continually drive incremental value and ROI
Manage escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution
Track accounts to identify churn risks and work proactively to mitigate those risks

Requirements:

2-5 years of experience in Customer Success, Sales, Support/Service, or customer-facing roles
Technically curious about SaaS-based Business Solutions
Strong presentation, meeting facilitation, and written communication skills
Willingness to travel to customer locations
Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately
Obsession with finding the root cause of the problem, not just the immediate solution
Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients
Ability to speak Japanese and English fluently

What we offer:

Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential
We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection
Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success

Additional Information:

Job Posted:
December 29, 2025

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