Senior Customer Success Manager - New York, NY
Sales | New York City, NY | Full Time
At Dialpad, we're a team of do-ers. A team that thinks outside the box and when that doesn't work, we reinvent it. We don't settle for the status quo and neither do the things we build. Led by the same minds behind Google Voice, we build products that get businesses talking—whether it's across the hall, street, or country.
With $70 million in funding from Google Ventures, Andreessen Horowitz, and other top VC’s along with engineers from companies like Microsoft and Google, every member of our team plays an essential role in creating a voice product that doesn’t just combine design and mobility but works with you wherever productivity may strike.
We are looking for a Senior Customer Success Manager that will help maintain high levels of satisfaction and engagement among our customer base. Our Sr. CSM is ultimately responsible for making sure that clients are constantly realizing the value of their account, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.
This is a great opportunity for an experienced SaaS Customer Success or Account Manager to help build out and grow with a dynamic start-up. The Sr. CSM is a member of the Sales organization and reports directly to the Director of Customer Success.
Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
Act as the voice of the customer within Dialpad. As the owner of the customer relationship, the Sr. CSM is expected to work cross-functionally with Sales, Marketing, Product, Engineering and Data Science to ensure consistent and strong customer message is embedded in everything we do.
Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
Retain long-term partnerships with customers by independently renewing successful customers.
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.
Identify key customer advocates that can support marketing efforts through case studies, speaking opportunities, references, etc.
Conduct Quarterly Success Reviews and identify growth opportunities.
Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
Partner closely with Professional Services to transition accounts from implementation stage to Customer Success without friction.
Manage customer escalations by documenting open issues, facilitating regular status meetings and working cross-functionally to resolution.
Analyze data independently to discover insights that drive recommendations for clients.
Track accounts to identify churn risks and work proactively to mitigate those risks.
4 - 5 years of experience in Customer Success, Sales, Support/Service or customer facing roles
Real passion for providing top-notch account management
Strong presentation, meeting facilitation, and written communication skills
Familiarity working with customers of all sizes
Willingness to travel to customer locations
Excellent time management and organizational skills with the ability to track numerous details
Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients
Poolside. Backyard BBQ. Third booth from the left. Here’s where you’ll find the anywhere workers of Dialpad. Because for us, work is a thing you do not a place you go. And with a customer base of 45,000, we’re helping build voice products that empower the next generation of anywhere workers.
Joining our team means collaborating with people that aren’t just passionate about their work but about Argentine tango, musicals, sushi burritos, comic books, country music, table tennis - you name it. Because if you’re going to redefine the status quo, you need a group of people hungry to do more, to see more, and be more than where they started.
There’s no idea too crazy and no task too small — we work together to make things we’re proud of.
Compensation & Equity
Teamwork makes the dream work. We recognize that our dedicated team members are what make our success. That’s why we offer competitive salaries in addition to stock options.
An apple a day keeps the doctor away,and it doesn’t hurt that we offer 100% paid medical, dental, and vision plans for our employees.
We offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.
Bon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)
Location, Location, Location
San Francisco <> Raleigh <> Vancouver <> Tokyo <> Austin <> San Jose. From coast to coast, our offices are nestled in active and growing downtown areas.