Who we are

At Dialpad, work isn’t a place you go, it's a thing you do. And we don’t just build products for everywhere workers—we are everywhere workers. With offices in the Bay Area, Austin, Raleigh, Vancouver, Waterloo, Tokyo, London, Sydney, and Bangalore, along with remote workers around the world, we are dedicated to building a diverse workforce, where each individual is welcomed and valued for their personhood and contribution.

With a $1.2 billion valuation and over $250 million in funding from Google Ventures, Andreessen Horowitz, OMERS Growth Equity, ICONIQ Capital, Felicis Ventures, Work-Bench, Scale Ventures, and other top VCs, Dialpad attracts top talent from leading tech companies, and every member of our team plays an essential role in creating dynamic products that enable workers to collaborate and be productive from anywhere.

The team

Instrumental in the success and retention of Dialpad customers, our Customer Success and Professional Services teams are the backbone of our company. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).

What you will achieve

• 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 understanding 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.

In your first 30 days:

• Attend BaseCamp, our Revenue Org onboarding program, where you’ll learn all about our company, product, internal systems, and CS approach.
• Work closely with your manager and teammates to get up to speed on all things CS: processes, tool set, customer base, etc.
• Get to know cross-functional partners that we work with most frequently, like Sales, Professional Services, Product, Support, and AR.
• Head into month 2 with a solid grasp of where to go to find the right answers to customer questions.

In your first 60 days:

• Familiarize yourself with your book of business using qualitative and quantitative data and begin getting introduced to your customers by your teammates.
• Establish a regular cadence with your customers to stay aligned on business goals, product updates, etc.
• Manage upcoming renewals and forecast renewals for the next quarter to ensure predictability for the business.
• Dig into the product more and more as you receive specific questions from your customers - this is when everything really starts to click!

By 90 days:

• Start conducting Business Reviews with customers to demonstrate value, get to know key stakeholders, and identify growth opportunities.
• Lean into your role as the “voice of the customer” within Dialpad by funneling feedback from your customers to Product and others.
• Oversee your customers’ adoption, training, and development of best practices to continually drive incremental value and ROI.
• Manage escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.
• Track accounts to identify churn risks and work proactively to mitigate those risks.

Who you are

First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. You know how to communicate clearly, use data to your advantage, and organize your time like a boss. 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 are a seasoned vet when it comes to Customer Success, and you geek out on exchanging best practices and tips with your team.

Skills you will bring

• Minimum 4-6 years experience working in Customer Success at a SaaS company.
• Experience working with and general knowledge of Telecommunications and Contact Center space.
• 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.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.