Manager, Customer Success

Join Dialpad as a Manager, Customer Success in our Kitchener, Waterloo region office. This full-time role offers an opportunity to lead customer success initiatives at an AI-native business communications platform serving over 70,000 companies worldwide.

The Opportunity

Dialpad is the leading AI-native business communications platform that unifies calling, messaging, meetings, and contact center capabilities on a single, intelligent platform. Powered by AI that understands every conversation in real time, Dialpad enables organizations to communicate more effectively and make data-driven decisions. As Manager, Customer Success, you'll lead a team dedicated to ensuring our customers—including industry leaders like WeWork, Asana, NASDAQ, and Uber—realize maximum value from their Dialpad investment.

Your Responsibilities

• Develop and execute customer success strategies to drive retention, satisfaction, and expansion revenue
• Lead and mentor a team of customer success professionals, providing coaching and performance oversight
• Manage key customer relationships and serve as an escalation point for complex business needs
• Monitor customer health metrics and implement proactive interventions to reduce churn
• Collaborate with sales, product, and support teams to optimize the customer lifecycle experience
• Identify upsell and cross-sell opportunities to drive customer growth

What You Bring

• Proven experience managing customer success teams in a SaaS or technology environment
• Strong leadership capabilities with demonstrated ability to build and develop high-performing teams
• Excellent communication skills and ability to build relationships with C-level executives
• Experience with customer retention metrics, churn analysis, and customer lifecycle management
• Problem-solving mindset with the ability to work cross-functionally under dynamic conditions
• Bachelor's degree in Business, Communications, or related field, or equivalent professional experience

About Dialpad

Dialpad powers unified business communications for more than 70,000 organizations globally. By combining calling, messaging, meetings, and contact centre tools with advanced AI that understands every conversation in real time, Dialpad enables companies to communicate smarter, collaborate better, and make informed decisions. From financial services to retail to healthcare, industry leaders trust Dialpad to drive their business communications strategy.

Apply Today

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