Manager, Customer Success at Dialpad

Dialpad is seeking a Manager, Customer Success to lead initiatives focused on reducing churn and downsell within their small business customer base. This role is pivotal in driving customer retention and enhancing satisfaction. The Manager will lead a team of Customer Success Specialists in a high-touch, one-to-many environment, developing and implementing strategies to engage with at-risk customers and improve overall outcomes. They will also be responsible for reporting team performance and statistics to the leadership team and executive staff.

This position is based in Dialpad's Manila, PH Hub and reports directly to the Senior Manager, Customer Success.

Responsibilities:

• Lead a high-performance Customer Success team focused on higher-touch engagement.
• Monitor KPIs and evaluate team performance.
• Evaluate churn and downsell reasons and implement reduction plans.
• Drive retention activities based on client situations.
• Initiate process improvements through new strategy creation and execution.

Requirements:

• Bachelor’s degree in a technology-related field.
• Experience with SaaS/high-growth companies.
• Customer-focused with a passion for customer success.
• Exceptional English fluency and communication skills.
• Proven cross-functional leadership and project management skills.
• Familiarity with customer success concepts and tools (e.g., Salesforce, Gainsight).
• Ability to work US core hours (8 am - 5 pm Mountain Time).
• Experience with telecommunication or SaaS providers.
• Excellent internet connectivity.

Dialpad Offers:

• Medical, dental, and vision plans.
• Monthly stipend for cell phone and home internet bills.
• Reimbursement for gym membership costs and wellness events.
• Reimbursement for professional development expenses.
• Competitive salaries.