Customer Success Manager, Premier 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, increasing the value our solution delivers to their organizations. You’ll be responsible for understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction. This position reports to our Manager of Customer Success and has the opportunity to be based in London, UK. Dialpad’s Customer Success team plays an essential role in assisting our customers through their entire Dialpad journey—from start to finish. This team partners with cross-functional teams such as Sales, Support, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal. 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 to align on common goals, identify growth or risk opportunities, and communicate 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 3-4 years of experience working 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 positive outcomes. Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness. Willingness to travel to customer locations and team off-sites. Why Join Dialpad Work at the center of the AI transformation in business communic