Customer Success Specialist

About Dialpad
Dialpad is the leading Ai-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, Ai-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading Ai to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your Role
As a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. We seek an adaptable and process-oriented professional with excellent digital communication skills, adept at establishing quick rapport and situational awareness in customer interactions. This remote role requires full on-camera engagement during US core hours (8 am - 5 pm Pacific Time) from a dedicated and technically enabled workspace, necessitating excellent internet connectivity. Your contributions will be vital to our team's success in a dynamic environment.

Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company.  The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. 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’ll do 

• 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 Customer Success Advocate is expected to work cross-functionally with Sales, Marketing, Product, Engineering, and Data Science to ensure a 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.
• 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 by documenting open issues, facilitating regular status meetings, and working cross-functionally toward resolution.
• Track accounts to identify churn risks and work proactively to mitigate those risks.

Skills you’ll bring

• 1-5 years of experience in Customer Success.
• Experience with telecommunication or SaaS providers required.
• A real passion for providing top-notch account management.
• Strong written communication skills.
• Excellent time management and organizational skills with the ability to track numerous details.
• A desire to work in a dynamic startup where your input is valued to help craft our offerings and how we interact with clients.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.