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Dialpad Logo Dialpad · Customer Service

Sr. Manager of Customer Success, Strategic Accounts

United States, Denver 156000.00 - 211200.00 USD / Year · Job Posted February 14, 2026
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Job Description

As the Sr. Manager of Customer Success for Strategic Accounts at Dialpad, you will lead a team of Customer Success Managers dedicated to ensuring that our largest customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long-term strategic partnerships that lead to 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.

Job Responsibility

  • Lead and Develop the Team: Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad’s Strategic customers
  • Customer Advocacy: Serve as the executive leader responsible for customer satisfaction and retention within the Strategic segment
  • Strategic Account Management: Work closely with Strategic 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: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully leverage the Dialpad platform's value
  • Customer Health & Escalations: Monitor the health of customer accounts, identifying risks and areas of opportunity
  • 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 Strategic clients
  • Metrics & Reporting: Establish and track key performance indicators (KPIs) for customer success
  • 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

Requirements

  • 8+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a focus on Strategic 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
  • Ability to adapt quickly to an ever-changing environment
  • Experience with telecommunication or SaaS providers required

What we offer

  • competitive benefits and perks
  • robust training program
  • inclusive, vibrant office environment
  • recognized Great Place to Work culture
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