Customer Success Manager, Key Accounts

About Dialpad Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time. More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do. Visit dialpad.com to learn more. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role As a Customer Success Manager, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction. First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes. This position reports to our Manager of Customer Success and has the opportunity to be based in Dialpad's Kitchener, Ontario office. What you’ll do Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution. 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 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 grasp 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. Skills you’ll bring Minimum 2-5+ years of customer success experience at a SaaS company. Experience working with and general knowledge of Telecommunications and Contact Center space preferred. Experience and comfort interacting with and influencing C-level executives. Strong presentation, meeting facilitation, and written communication skills. Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately. 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 work cross-departmentally. Must have the ability to lead, manage, or influence both internal and customer resources to achieve pos