Full-Time

Strategic Customer Success Manager

Updated on 12/19/2024

Dialpad

Dialpad

1,001-5,000 employees

AI platform for customer engagement and collaboration

Enterprise Software
AI & Machine Learning

Compensation Overview

$115k - $157.7kAnnually

Senior

Austin, TX, USA + 3 more

More locations: San Ramon, CA, USA | Tempe, AZ, USA | Denver, CO, USA

Requires onsite presence in Austin, Denver, San Ramon, and Tempe three times per week.

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Requirements
  • 5+ years of relevant Customer Success experience working at a SaaS company
  • Experience and comfort interacting with, building enduring relationships with, and influencing C-level executives.
  • Expertise working with Enterprise customers and an understanding of their unique qualities.
  • Strong presentation, meeting facilitation, oral, and written communication skills.
  • Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
  • Ability to work cross departmentally.
  • Ability to lead, manage, and influence both internal and customer resources to achieve positive outcomes.
  • Strong analytical and problem-solving skills.
  • Willingness to travel to customer locations.
Responsibilities
  • Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
  • Conduct Quarterly or Semi-Annual Business Reviews and status calls with the intention of creating alignment of common goals, identifying growth or risk opportunities, and communicating performance metrics and insights.
  • Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
  • Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.

Dialpad provides an AI-powered platform that enhances customer engagement, sales, and team collaboration through features like real-time transcription, sentiment analysis, live coaching, and predictive customer satisfaction scores. The platform allows businesses to analyze conversations and improve interactions with customers. Dialpad stands out from competitors with its rapid product innovation and strong partnerships, such as its collaboration with the Sacramento Kings basketball team. The company's goal is to use AI to improve customer service and sales processes for a wide range of clients.

Company Stage

Late Stage VC

Total Funding

$437.7M

Headquarters

San Ramon, California

Founded

2011

Growth & Insights
Headcount

6 month growth

9%

1 year growth

15%

2 year growth

28%
Simplify Jobs

Simplify's Take

What believers are saying

  • Dialpad's acquisition of Surfboard enhances its workforce management capabilities.
  • Recognition as Google Cloud Technology Partner of the Year boosts Dialpad's market credibility.
  • The launch of Dialpad Support showcases its commitment to improving customer service efficiency.

What critics are saying

  • Emerging AI-driven platforms may challenge Dialpad's market position with competitive features.
  • Integration challenges from the Surfboard acquisition could disrupt operations.
  • Rapid AI advancements may outpace Dialpad's innovation, risking product obsolescence.

What makes Dialpad unique

  • Dialpad offers real-time transcription and sentiment analysis, enhancing communication efficiency.
  • The platform integrates voice, video, and messaging in a single, secure solution.
  • Dialpad's continuous innovation outpaces many competitors in AI-driven communication.

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