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Sr. Customer Success Specialist

Dialpad, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the post-sale journey for a portfolio of high-growth mid-market and enterprise accounts, acting as the single-threaded owner of customer health, adoption, and expansion targets.
• Run quarterly business reviews (QBRs) and executive steering committees, translating product usage data, AI-driven insights, and customer feedback into clear, actionable roadmaps that secure renewals and uncover six-figure upsell opportunities.
• Build and execute success plans that map each customer’s strategic objectives to Dialpad’s AI-powered voice, video, messaging, and contact-center capabilities, driving measurable ROI through faster time-to-value and higher user activation rates.
• Diagnose friction points across onboarding, adoption, and expansion phases; design and document repeatable playbooks that reduce time-to-first-call by 30 % and increase seat utilization to 90 % within the first 90 days.
• Partner daily with Sales, Product, Engineering, and Support to triage escalations, prioritize feature requests, and deliver white-glove service that turns at-risk accounts into reference customers and brand advocates.
• Leverage Dialpad’s proprietary AI analytics to surface real-time conversation insights, coaching gaps, and revenue signals; translate these findings into consultative recommendations that help customers improve CSAT, reduce churn, and grow ARR.
• Maintain a pristine 360° view of customer data in Salesforce and Gainsight, ensuring forecast accuracy, renewal pipeline hygiene, and early-warning health scores that enable proactive intervention and predictable revenue.
• Champion customer stories and product feedback loops within Dialpad, presenting win-wins to leadership and influencing the roadmap so that every release directly addresses customer pain points and accelerates mutual growth.
• Mentor junior CSMs and cross-functional peers on best-practice discovery, objection handling, and executive storytelling, raising the bar for customer-centric thinking across the organization.
• Thrive in a fully remote, camera-on culture that spans US Pacific core hours (8 am–5 pm PT), bringing energy, empathy, and scrappy creativity to every Zoom room, Slack thread, and customer call.

🎯 Requirements

• 4+ years of quota-carrying Customer Success, Account Management, or Consulting experience with SaaS products, ideally in UCaaS, CCaaS, or AI-driven communications platforms.
• Demonstrated track record of owning renewal and expansion targets ≥ $1 M ARR, with proven ability to negotiate multi-year contracts and navigate procurement processes.
• Expert-level proficiency with Salesforce, Gainsight, Tableau, or equivalent CRM and customer-success tooling; comfortable manipulating data to build health scores and ROI models.
• Exceptional executive presence and digital communication skills—camera-ready, concise, and persuasive in both real-time and asynchronous environments.
• Nice-to-have: Bachelor’s degree in Business, Communications, or related field; fluency in Spanish or French; experience working with distributed global teams across APAC and EMEA.

🏖️ Benefits

• 100 % remote-first culture with monthly stipend for home-office setup and high-speed internet.
• Flexible PTO policy plus company-wide mental-health days and quarterly recharge weeks.
• Comprehensive medical, dental, and vision coverage for you and dependents, effective day one.
• Annual professional-development budget of $2,500 and internal AI-powered learning platform to keep your skills ahead of the curve.

Skills & Technologies

Senior

Remote

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Dialpad, Inc.

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About Dialpad, Inc.

Dialpad, Inc. provides cloud-based business communications software combining voice, video, messaging, and meetings in a unified platform. The company’s AI-driven solutions include real-time transcription, sentiment analysis, and automated call routing, delivered through desktop and mobile applications for enterprises and contact centers worldwide.

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