Manager, Customer Success
Core
Lead a team of Customer Success Managers to drive product adoption, retention, and growth for key enterprise accounts on the Dialpad AI platform.
Role type
Senior IC Customer Success Manager (Team Lead)
Builds
Customer success strategies, adoption plans, and retention initiatives for key accounts
Domain
SaaS / AI / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership and mentorship, SaaS customer success management, cross-functional collaboration, data-driven reporting, account planning, stakeholder management
Preferred skills
Telecommunications industry experience, IT Service Management background, Salesforce proficiency, Gainsight experience
Technologies
Salesforce, Gainsight, PowerPoint, Excel
Responsibilities
Build and mentor a high-performing CSM team, drive product adoption and minimize churn, monitor account health and resolve escalations, report KPIs to leadership, collaborate with Sales/Product/Engineering to shape offerings
Seniority
Manager, hands-on IC