Dialpad · 2 months ago
Director of Customer Success, Strategic Accounts
Denver, US
Full-time
Onsite
Director/Executive
$152K/yr - $187K/yr
8+ years expDialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. As the Director of Customer Success for Strategic Accounts, you will lead a team to ensure that the largest customers derive maximum value from Dialpad's platform, managing relationships, driving product adoption, and cultivating long-term partnerships.
AnalyticsArtificial Intelligence (AI)Machine LearningMessagingNatural Language ProcessingPredictive AnalyticsSaaSTelecommunicationsUnified CommunicationsVoIP
Responsibilities
Lead and Develop the Team: Build, manage, and mentor a high-performing team of Customer Success Managers (CSMs) who support Dialpad’s Strategic customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes
Customer Advocacy: Serve as the executive leader responsible for customer satisfaction and retention within the Strategic segment. Foster strong, long-lasting relationships with key decision-makers and stakeholders at customer organizations
Strategic Account Management: Work closely with Strategic customers to understand their business needs and drive outcomes that ensure customer success and the expansion of our business within their organization
Driving Adoption and Engagement: Collaborate with customers to accelerate product adoption, minimize churn, and help them fully leverage the Dialpad platform's value. Proactively identify opportunities to expand use cases and increase platform utilization
Customer Health & Escalations: Monitor the health of customer accounts, identifying risks and areas of opportunity. Lead the resolution of any escalated issues to ensure timely and satisfactory resolution
Collaborative Leadership: Collaborate with Sales, Marketing, Product, and Engineering teams to create customer-centric strategies, improve product offerings, and deliver the best possible experience for our Strategic clients
Metrics & Reporting: Establish and track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership
Thought Leadership: Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of Dialpad’s products and services
Qualification
Required
8+ years of experience in Customer Success, Account Management, or a similar customer-facing role with a focus on Strategic accounts
Proven track record of successfully managing Enterprise-level clients, driving customer retention, and growing strategic partnerships
5+ years of leadership experience, with the ability to inspire and manage a high-performing team
Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships at all levels of an organization
Deep understanding of SaaS business models and the ability to drive product adoption and value realization
Strong problem-solving skills, with the ability to handle complex customer issues and drive timely resolutions
Data-driven, with experience using customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk, etc.)
Strong organizational skills, with the ability to manage multiple accounts and initiatives simultaneously
Ability to adapt quickly to an ever-changing environment
Experience with telecommunication or SaaS providers required
Benefits
Competitive benefits and perks
Robust training program
Company
Dialpad
First in AI. Best in Agentic.
1001-5000 employees
H1B Sponsorship
Dialpad has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (6)
2023 (12)
2022 (7)
2021 (10)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
$450MKey Investors
ICONIQ GrowthSoftBankOMERS Growth Equity
2022-12-21Series F· $50M
2021-12-16Series F· $170M
2020-12-21Series E· $10M
Leadership Team
Craig Walker
Founder & CEO
Brian Peterson
Co-Founder & CTO
Recent News
Company data provided by crunchbase